Description

To provide customer service telephonically or via other media and to ensure that customer queries are timeously attended to and resolved

Responsibilities

•  Drive significant growth and profitability in the context of cost management.
•  Manage costs / expenses within approved budget to achieve cost efficiencies.
•  Deliver exceptional service that exceeds customers' expectations through proactive, innovative and appropriate solutions.
•  Resolve all customer queries efficiently, and within agreed timelines.
•  Maintenance of expert knowledge on specific products, pricing, application procedure, processing and timelines in order to drive and achieve relevant product and service targets.
•  Ensure all communications with clients are professional, resulting in compliments.
•  Ensure client investigation deadlines are met and consultant keeps the client continually in the loop.
•  Provision of an efficient administration service through careful and timeous planning, reporting and updating of all related information.
•  Comply with governance in terms of legislative and audit requirements.
•  Ensure efficiency of service productivity and performance in Call Centre.
•  Ensure that all issues or feedback arising out of client contact be accurately recorded on the CRM system.
•  Report on required Call Centre activities and deliveries to improve business results.