Customer Service Consultant - Finchoice (Southern Surburbs (Cape) at HomeChoice Holdings Limited

Key Performance Areas

Delivering Customer Excellence 

• Effectively manage all incoming customer queries on voice and digital.
• Provide an empathetic, engaging, respectful, friendly, and professional service to enhance the customer’s experience.
• Take accountability for each individual customer interaction by ensuring that the call is resolved to the best of your ability.
• Handle objections appropriately to ensure that positive results are achieved and enhance customer experience.
• Display empathy when addressing difficult queries and customers by identifying the customer’s needs, confirming understanding, and then providing the best possible solution.
• Improve the customer experience and service delivery by providing excellent customer service.
• Achieve benchmarks and targets related to customer excellence – (customer satisfaction) CSAT, CEI (customer experience), QA (quality assurance).

Achieving productivity measures

• Reach personal and team performance targets relating to productivity, adherence, timekeeping, turnaround time, sales, and customer service on voice and digital channels.
• Be available to take calls/tickets by avoiding unnecessary time spent in after-call activities or breaks in order to provide agreed service levels.
• Administer policies in an organized and efficient manner, ensuring that outstanding tasks are up to date and departmental service standards are adhered to
• Proactively exploring ways to improve operational efficiencies.

Meeting quality and conduct standards

• Focus on First Contact resolution by ensuring the correct information is shared with the customer.
• Ensure that compliance requirements are met across all platforms.
• Logging and capturing all customer and platform information accurately.
• Adhere to internal systems, policies, and procedures.
• Behaving professionally towards customers and colleagues.

Generate revenue

• Upsell product offerings to new & existing customers in line with required performance standards and target

Requirements

Qualifications & Accreditations

• Grade 12 / Matric or Equivalent

Experience & Skills

• 1 year (minimum) Customer service experience.
• 1-year (minimum) FreshDesk/FreshChat
• 1 year (minimum) sales experience.
• Effective communication skills (verbal and written)
• Experience in Financial Services/Insurance sector
• Clear credit and criminal record
• Must be computer literate (email, internet, word and excel)
• Excellent telephone etiquette and business writing skills