Customer Service Representative at Capita

Purpose Of The Role

To assist customers by answering product and service-related questions, suggesting information about other products and services. Accessing customer accounts by recording account information whilst ensuring that the correct Data Protection Act rules apply. Maintaining customer records by updating account information. Assist in resolving product or service-related 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.

Key Responsibilities

Job Description:

• Provide telephonic customer support to customers
• Liaising with customers queries
• Address telephonic complaints and general queries in a professional manner and in line with set standards
• Adhere to sound written communication principles
• Maintain customer service standards and promote a positive image of the brand by offering an overall positive customer experience
• Escalate complaints/enquiries/information to relevant operational level/departments
• Ensure complaints/questions are answered/resolved in a reasonable timeframe
• Follow-up on customer enquiries and complaints, if applicable
• Address complaints referred by various Departments and provide written and verbal feedback, according to set standards
• Follow-up on customer complaints
• Log all incoming calls on a Customer Feedback CRM system, according to set guidelines
• Ensure all captured information is accurate and complete
• Report incidents according to set guidelines
• Maintain quality control principles and recommend process improvement

Minimum Requirements

• Matric or Non-Matric
• ITC Clear
• Criminal Clear
• Non-Matric – 12 - 24 months unbroken International BPO Or Matric: 12 - 24 months Domestic / BPO Call Centre experience gained within Customer Service environment. 3 companies only.
• 12 months unbroken international call centre experience gained within Customer Service environment