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  • Posted: Jul 16, 2020
    Deadline: Not specified
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    e4 is an established technology company and national provider of solutions and services to key market segments, including Banking & Legal, Credit and Data industries. The business is one of innovation and the development of customised, managed technology solutions for a rapidly expanding marketplace. Our differential quality is our promise to customer...
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    2nd Line- Client Services Consultant (Conveyancing)

    Purpose:

    Establish strong relationships with client base, primarily system users that contact the company for support (either via email or telephone). Utilize CRM and other support tools and systems accurately. Provide user support and technical support (with basic training) on live company solutions to users in line with agreed standards and protocols.

    Minimum Requirements:

    • Degree/ Diploma/ Certificate;
    • 5 years plus related call centre / conveyancing experience;
    • Basic technical IT understanding;
    • Fluent in English and Afrikaans;

    Duties and Responsibilities:

    • Logging all calls in an accurate and detailed manner within CRM/other systems;
    • Responsible for inbound and outbound telephonic communication with client base;
    • Required to be knowledgeable on all products (at a detailed level), all systems used, reporting aspects, communications terminology plus technology, and organizational procedures;
    • Mentor junior agents and ensures a service-oriented and professional working environment by executing necessary actions for their motivation when required to maintain the right culture in the centre;
    • Provide feedback and communicate to clients within a specified agreed period, as per agreed client or internal SLA’s;
    • Ensure the quality of service exceeds customer expectations and establishes constructive relationships with client base;
    • Deal with complex queries and ensure they are resolved within a reasonable time frame; Refers calls/cases to appropriate departments only if unable to solve query appropriately;
    • Calls should be handled effectively speech, tone and knowledge will be measured;
    • Recognize, document, and alert the team leader of trends in customer calls;
    • Ensure a professional and friendly phone manner is always maintained;
    • Provides accurate product information to clients in line with standards and protocols;
    • Keep abreast of e4’s products or services and ongoing projects (re enhancements).
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    Method of Application

    Interested and qualified? Go to e4 Strategic on www.linkedin.com to apply

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