Customer Care Agent at Innovation Group South Africa

About the job

Description: To process customer requests via inbound or outbound calls and following the appropriate processes to ensure quick and correct action is taken. Receive and professionally answer incoming calls from customers/ dealers regarding incidents/policy queries, sales; answer enquiries and questions, handle complaints, troubleshoot problems and provide information.

Education – Essential

• A Matric Certificate or Equivalent NQF Level 4 Qualification.
• A minimum of 1 - 2 years as a Contact Centre agent (multi-faceted call centre)
• Intermediate to advanced knowledge of Microsoft Office
• Knowledge of customer service principles and practices

Key Responsibilities Finance

• Participate in pro-active and corrective actions as required to ensure service are delivery.

Customer

• Delight customers by providing professional and empathetic service
• Participate in the creation of an environment that is conducive to performance
• Participate in pro-active and corrective actions as required to ensure service delivery
• Ensure that customers are confident that they are dealing with companies where the fair treatment of customers is central to the culture
• Ensure that customers are given clear information and are kept appropriately informed before, during and after the call.

Governance and Risk

• Be available at the right time to perform contact centre duties (schedule adherence)
• Perform in accordance with the contact centre and business processes and policies
• Participate in learning and development activities to ensure adherence to the requirements of the contact centre.
• Where customers receive advice, ensure that the advice is suitable and take account of their circumstances.
• Participate in the creation of an environment that is conducive to performance.
• Ensure daily, weekly and monthly targets are m