Agent: Customer Service (Motor Industry) X 2 Positions - Rosslyn at Tracker Connect (Pty) Ltd

Job description

Primary Responsibilities: 

• To handle all inbound and outbound calls related to customer care/Fleet, including facilitating the complete customer care process until resolution.
• To remain abreast of the latest Nissan/Datsun & Infiniti products, launches, campaigns, etc. at all times.
• To assist with all customer complaints and queries received .
• To maintain a high level of telephone etiquette at all times.
• To live log all customer care cases on the relevant Nissan software program.
• To ensure a high standard of detailed information regarding customer care complaints and queries received.
• To attach all e-mails and calls to your case as well as documents.
• To follow up with customers and all other involved parties timeously.
• To ensure customer satisfaction at all times, as far as possible, relating to the issue at hand ensuring resolution.
• To liaise with the relevant specialists in situations where specialized information is required in order to assist customers.
• To refer escalated cases to Management for decision making, when required.
• To provide timeous feedback to customers.
• To ensure the timeous resolution of customer care complaints and query management.
• To liaise/mediate between Nissan Dealers and Nissan SA on behalf of customers, when required.
• To reach a quality rating of 90% for case management and 90% for call quality, as per the SLA.
• To ensure that not more than 3% of calls are abandoned, as per the SLA.
• To reach a productivity level of at least 95%.
• To plan and prioritize tasks on hand.
• To adhere to all Company and client policies, procedures and processes.
• To provide an outsourcing service to the client (Nissan, Datsun & Infiniti SA).
• To assist with any ad-hoc duties as requested by your Supervisor or Manager.

Secondary Responsibilities 

• Check and validate Ipsos data received via the Nissan Voice of Customer Portal, all Confidential interviews needs to be closed same day.
• Log a case as per the Case Logging Process. Ensure the capturing is of high standard as per the detail received from the Nissan Voice of Customer Portal.
• Once case has been logged, close the complaint on the Nissan Voice of Customer Portal to prevent Service Level Agreement breach of 48hrs.
• Contact the customer to determine if assistance is required or if the matter was successfully resolved by the Dealer.
• Case is escalated to the relevant line Manager and DP. APM & SPM to be copied in on System Notifications to the Dealer. Telephonic follow up is required to determine the Dealer’s action plan to rectify and rebuild the relationship with the Customer.
• Liaise with the Customer and Dealers and all involved parties timeously.
• If customer is not available, ensure 3 attempts to contact including sms and e-mail to Customers needs to be noted and attached on Salesforce.
• Case has to be resolved within 48hours (2days) on the Voice of Customer Portal and Salesforce. Should further action be required: The Customer, Vehicle and Case details needs to be sent to CSC for further handling.
• Immediate escalation if you see commonalities in problems experienced by customers. Escalation to NSA management/Customer Focus Manager
• Ensure customer satisfaction at all times, as far as possible, relating to the issue at hand.
• To reach a productivity level of at least 95%.
• To adhere to all Company and client policies, procedures and processes.
• To assist with any ad-hoc duties as requested by your Supervisor or Manager.

Minimum requirements

Experience, Skills & Knowledge:

• Matric with at 3 years’ experience in in a customer care contact centre in the Motor industry
• Experience in a CRM role is compulsory
• Proficiency in MS Office & Outlook
• Desire for Customer satisfaction
• Strong verbal and written communication skills
• Strong judgment ability
• Attention to details
• Ability to work independently and in a highly pressurised environment 
• Own reliable Transport will be advantageous
• Own uncapped stable internet connection (Work from home) 

Competencies: 

• Extensive knowledge and understanding of the Motor Industry
• High level of knowledge relating to Product and Processes within the Organisation.
• High level of telephone etiquette.
• Highly developed interpersonal skills.
• Cognitive and behavioural skills regarding problem solving, reasoning, creativity, flexibility and the insight into the uniqueness of all individuals.
• Consistency and perseverance.
• The ability to engage in accelerated learning integrity.
• High level of facilitation skills.
• Ability to function at various levels within the business.
• Excellent communication, listening and writing skills.
• Attention to detail.
• Assertiveness and negotiation skills.
• Leadership qualities and skills.
• Computer literacy and a high typing speed.
• The desire for customer satisfaction.
• The ability to multi-task.
• The ability to handle high levels of stress and to demonstrate a sense of urgency, without supervision.
• The ability to operate independently as well as in a team.
• To be self-driven and motivated and to demonstrate initiative and a high energy level.
• The ability to work flexible hours and to act within short notice periods.