Customer Care Agent at eMedia Investments

Description

• As a Customer Care Agent you would be required to respond to, resolve and log all viewer correspondence, monitor transmission, source relevant information, and promote the eMedia brand through excellent customer service.

Key Performance Area

Interpersonal and team relationships

• Team Build, support and maintain interpersonal and team relationships to ensure stable working environment and achievement of team objectives

Personal development

• Complete Individual Development Plan. Attend learning and development courses. Participate in peer and team learning initiatives.

Budget Compliance

• Comply with work rules, standards and methods. Take care to minimise waste. 

Correspondence

• Receiving incoming viewer calls and achieving an average call quality of at least 90%.
• Ad-hoc monitoring of transmission of OVHD channels in order to pro-actively identify and report transmission problems.
• Logging all viewer information on our Customer Relationship Management Software and achieving a logging quality of at least 90%.
• Achieving a response quality of at 85% on written platforms.

Maintain Customer Relationships

• Resolving and responding to customer queries, complaints, comments and suggestions.
• Providing advice to callers about Open View related issues.
• Promotion of the e and Open View brand names and loyalty to the channel through excellent service delivery.

Requirements

• Qualification: National Senior Certificate 
• Experience: 1 year Customer Service experience 
• Language: English

Competencies:

• Computer Literacy
• MS Word
• MS Excel
• MS PowerPoint

Behavioural Competencies

• Time management
• Self-leadership
• Managing relationships
• Assertiveness

Technical Competencies

• Problem solving skills
• Planning skills
• Organising skills
• Decision making skills
• Interpersonal skills
• Coping under pressure
• Conflict handling skills
• Persuasiveness
• Communication skills