Quest is South Africa's leading provider of scalable recruitment and staffing solutions for Frontline Customer Service, Sales, Marketing and Support Staff. Since 1974 we have delivered the very highest level of service in the recruitment, training and management of professional staff. Whether your company requires a unique staffing solution or you are lookin...
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Handle customer complaints and queries via inbound and outbound communication channels, promptly provide appropriate solutions and alternatives, and follow up with employees or departments or with clients to ensure resolution.
Answer inbound or outbound customer communications (phone calls, emails, and other channels) and manage customer product and other enquiries.
Accurately, professionally, and promptly addressing customers' questions about products and services. Provide accurate, valid and complete product information.
Problem-solve and troubleshoot on behalf of customers. This includes investigating further if you don't have enough information to answer customer questions or resolve complaints, expediting resolution with other employees or clients, following up, and promptly getting back to the customer.
Certain customer requirements are complex and require attention from more senior employees, relevant departments, or CDA’s clients. Where appropriate, escalate customer issues to higher-level management or clients. Follow up frequently until resolved and provide feedback regularly to the customer.
Assess customer needs by actively and reflectively listening to and understanding their requirements.
Doing everything possible to retain customers who want to cancel products or services through inbound or outbound communication channels.
Build sustainable relationships and trust with customers through building rapport, open and interactive communication, and prompt resolution of their queries.
Use systems and processes correctly to perform data capturing and administrative functions, ensuring accurate and timely record-keeping.
Have detailed product knowledge and understanding to provide excellent customer service.
At least meet personal performance metrics, targets and quotas.
Go the extra mile to provide excellent customer service to clients and customers.
Adhere to policies, processes, and controls.
Understand the culture and behave in a manner that reflects the culture.
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