Client Service Consultant Curro Head Office at Curro Holdings Ltd

What are we looking for?

We are looking for someone with the following experience, qualifications and /or skillsets:

• Grade 12
• 2 Years + relevant experience in a call centre/customer service/sales environment

Advantageous

• Call centre/customer service/marketing/sales qualification

The responsibilities are:

Handling Calls ·

• Ensure calls are answered promptly and professionally ·
• Adhere to the call handling quality standards ·
• Actively engage with the client, listen attentively and elicit the necessary information required ·
• Ensure that the information provided is accurate and includes the expected time of delivery and to enable clients to take appropriate action ·
• Ensure that all calls (internal/external) are logged ·
• Log queries that require further administration and action ·
• Drive first call resolution in order to prevent repeat calls ·
• Display teamwork to ensure call volumes are managed efficiently ·
• Ensure that all targets are met on a daily, weekly and monthly basis

Quality of Client Query Management and Administration

• Adherence to all processes and procedures from commencement to closure of call.
• Adhere to implemented scripts ·
• Respond to leads and transfers timeously within SLA ·
• Identifying and resolving customer queries ·
• Preparing and completing administrative functions related to the call ·
• Seek to exceed client satisfaction ·
• Ensure that all queries and/or complaints (internal/external) are logged.
• Investigate all queries/complaints, troubleshoot, liaise with the relevant department(s) or schools, pursue all avenues, agree on corrective action, own the query (regardless of the complexity) and follow up to resolve, within the defined service level.
• Keep clients updated on the progress made
• Capture complete notes (of all interactions) on the relevant system.

General ·

• Stay up to date with the relevant information and knowledge of all Curro’s products, policies, procedures and processes to provide accurate information to clients and learners ·
• Attentively read all communication (including emails), clarify and apply ·
• Ensure all admin duties are up to date