Intern: Customer Care Agent at eMedia Investments

Roles and Responsibilities

Customer Support:

• Handling and resolving customer queries, complaints, feedback, and suggestions professionally and timeously.
• Providing accurate information on Openview and other eMedia-related products and services.
• Managing and responding to inquiries across multiple communication platforms.
• Promoting the eMedia and Openview brand through high-quality service delivery.

CRM Interaction Logging:

• Accurately capturing and logging customer interactions in the CRM system.

Productivity & Service Quality:

• Meeting daily and monthly productivity expectations.
• Managing average call handling time between 4 minutes 30 seconds and 5 minutes.
• Ensuring service levels are consistently met.

Team Engagement & Development:

• Contributing to team success and maintaining positive relationships.
• Participating in personal and professional development opportunities.
• Completing assessments on products, systems, and procedures with a minimum score of 85%.

Qualifications:

• National Senior Certificate (NQF Level 4) – Essential
• Diploma in Contact Centre Management, Communications, Marketing, or Business Management (NQF Level 6) – Essential