Customer Service Agent at City Property Administration (Pty) Ltd

Job Purpose:

• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

Manage contact as received in person and via various channels as per the CRM system.

• Maintain the agreed-on service levels for all communication channels managed outside of, and in the CRM environment.
• Maintain the agreed-on handling time for contacts received in the CRM.
• Correct completion of customer information and clear explanation of complaints and enquiries in person and on the CRM, where required.
• Assist leasing team with tenant retention where notice of cancellation is received by contacting the tenant to ensure that they have been assisted in all areas and determine the reason for their vacate.
• Blacklisting of occupants on MDA as per request from Credit Control and Property Management.
• Adding/changing of new occupants on MDA where required.

Processing of various application documentation manually and on BookIt

• Ensure that forms are accurately completed by the legal tenant.
• Accurate verification of details on various systems.
• Obtain approval from required stakeholders and managers.
• Clearly explain processes, terms, and conditions to the customer.5. Update notes on MDA.
• Attach relevant documentation.

Access Control/Biometric registrations

• Register tenants and occupants on the biometric system following the agreed-on processes.
• Issue access tags to tenants and occupants as per the agreed-on process.
• Update occupancy registrations on the biometric system where required.

Debit Card Payments (Only JHB Agents)

• Ensure correct tenant details and amounts are used when electronic payment is processed.
• Banking control sheet to be 100% correctly completed with tenant and payment information.

Deliver customer satisfaction.

• Support and provide superior service on in person and on all communication channels, as both receiver and responder.
• Knowledge of the business to assist tenant or prospective tenant with enquiry submitted in person or via any of the communication channels, with correct information.
• Deal with irate customers professionally and calmly.
• Ensure effective telephone communication.
• Increase customers understanding of procedures.
• Ensure clear communication between Departments and customers to increase customer satisfaction.
• Build positive relationships with customers in person or over the various communication channels.
• Ensure that service delivery is continuously improved in ways that meet the needs of the customer.

Working conditions:

• Office Based.

Qualifications & Experience:

• Matric qualification required.
• 1 – 2 years’ customer service experience is required.

Skills & Knowledge Required:

MS Office Skills required

• MS Word – Basic
• MS Excel – Basic
• MS Outlook – Basic
• Good data entry and typing skills required.
• Proficiency in English language required.
• Basic knowledge of MDA preferred.
• Intermediate knowledge in Freshdesk preferred.
• Knowledge of City Property business processes is preferred.
• Knowledge of customer service principles and practices preferred.
• Knowledge of administration processes preferred.

Personal Attributes:

• Problem solving – find solutions when emotions are involved.
• Reality testing – be objective; see things as they really are.
• Impulse control – resist or delay impulse to act.
• Flexibility – adapting emotions, thoughts and behaviors.
• Stress tolerance – coping with stressful situation.
• Interpersonal relationships – building mutually satisfying relationships.
• Empathy – understanding & appreciating how others feel.
• Independence – be self-directed and free from emotional dependency.
• Assertiveness – communicating feelings and beliefs; being non-offensive.
• Social confidence – be self-assured and at ease with people in all types of social situations.
• Persuasion – negotiating, selling, influencing and attempting to persuade people or trying to change the point of view of others.
• Multitasking – dealing with several activities at a time, enjoy being given new tasks before they have finished another.
• Teamwork – cooperation with others, good-natured attitude and encouraging people.
• Persistence – sticking with tasks, not giving up, dislike leaving things unfinished.
• Rule following – adhere to rules and strictly follow work regulations.
• Attention to detail – focus on details, strive for perfection and be well organized.
• Planning – enjoy making detailed plans and long-terms plans.
• Innovation – creative and open-mindedness.