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  • Posted: Jul 4, 2024
    Deadline: Not specified
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  • Juru is a specialist recruitment and IT project delivery company, providing specialised talent and technology agnostic implementation solutions across South Africa. Combining decades of project management experience, backed by leading solution architects, business analysts, developers, systems analysts and quality assurance resources; Juru helps clients acro...
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    Customer Experience Representative - Cape Town

    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.

    Check how your CV aligns with this job

    Method of Application

    Interested and qualified? Go to Juru Holdings on juru.simplify.hr to apply

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