Customer Experience Representative - Cape Town at Juru Holdings

Role Description & Key Result Areas:

• Deal with client enquiries via telephone (inbound and outbound), email, and web-chat.
• First contact resolution of applicable queries/ transactions.
• Deals with first level escalations and complaints.
• Effectively manage customer expectations

Customer Service Delivery

• Initiates processes and deals with clients requests across different platforms while adhering to productivity standards.
• Deals with first line queries and escalates complex queries appropriately (inbound and outbound
• Finalizes request at point of contact where possible.

Personal effectiveness

• Conduct themselves in an ethical manner at all times.
• Individually accountable for managing own time, tasks and quality of output for periods of 1 day to a maximum of 3 months.
• Takes accountability for own performance, personal and career development.
• Improve knowledge and competencies by continual self-study and making use of learning opportunities available in the business.

Relationship building

• Converse with our customers in a way they fully understand and provide helpful solutions and products based on their needs and providing an exceptional customer experience.
• Always comply with procedures and processes contained in the relevant business guidelines and understand the risk associated with decisions.
• Demonstrates behavior in support of the organizational values.
• Takes accountability for own performance, personal and career development.
• Contribute to the overall effectiveness and success of the team.
• Maintain an ability to adapt to ever changing business and customer needs.

Personal Attributes

• Customer Centric
• Problem Solving
• Action Oriented self-starter
• Collaborative
• Computer literate
• Strong Communication (verbal/ written)

Role Requirements

• Matric or equivalent NQF level 4 qualification.
• Post matric certification or qualification highly advantageous.
• Ability to fluently communicate in additional South African Languages.
• Experience working within a customer service focused environment, handling inbound and outbound calls.
• Must be willing and able to work flexible rotational shifts between Monday to Saturday, between hours 07h00am and 22h00.