Customer Care Agent at eMedia Investments

Description

The incumbent would be required to assist eMedia customers on multiple platforms with queries around our product offerings, including but not limited to Openview, etv, eVOD, Ultraview. 

Maintain Customer Relationships:

• Resolving and responding to customer queries, complaints, comments and suggestions.
• Providing advice to customers about Openview and other eMedia related products.
• Promote the e and Openview brand names and loyalty to the brand through excellent service delivery.

Customer Contacts:

• Customer Care Agents are required to meet a minimum of 85 customer contacts as a minimum per month.

Productivity:

• Achieve a productivity output of between 80-85% on a monthly basis, by managing their call volumes, and on the floor time efficiently.

Average Handling:

• Manage their calls handling times, and maintaining a call handling time of 4:30-5:00 minutes.

Interaction Logging:

• 90-95% of all the customer interactions across platforms, must be captured onto the CRM system.

Quality Assurance:

• Providing exceptional service to our customers, while resolving the requests in effective and efficient ways.  Maintaining an average score of 90%

Knowledge Assessments:

• Written assessments on all products, systems, processes and business rules. With a required score of 85% per assessment.

Requirements

Qualifications

• National Senior Certificate - Essential

Experience

• 1 year experience in Customer Service and/or  Sales
• Computer Literacy
• MS Office Suite - Basic

Functional /Technical Competencies

• Time management
• Self-leadership
• Managing relationships
• Problem solving skills
• Planning skills
• Organising skills
• Decision making skills
• Interpersonal skills
• Persuasiveness
• Communication skills
• Coping under pressure
• Conflict handling skills
• Assertiveness