Customer Service Agent

Customer Service Agent

The purpose of this role is to leverage AI tools and platforms to handle advanced customer problem-solving, provide empathetic support during emotionally charged interactions, and collaborate effectively with AI systems to deliver personalized and efficient customer experiences. Agents will play a pivotal role in evaluating AI outputs, resolving complex issues, and ensuring seamless integration between AI-driven solutions and human-centric problem resolution. As a member of a highly skilled and motivated team, you will communicate with customers to identify specific needs, whilst delivering a market leading customer service/experience to increase the profitability of the business and remaining committed to treating our customers fairly and ensuring continuous delivery of customer service excellence. Resolving service 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.

Primary Responsibilities:

• Follow clear instructions and guidelines to investigate, resolve and process high volume customer utilities enquiries whilst delivering customer service excellence
• Contribute to the workstream to deliver objectives to agreed business targets (including quality and compliance)
• Deliver accurate information on accounts and billing to ensure consistency across the organisation and provide a reliable and trustworthy customer service
• Identify and understand customer needs in order to provide a consistently high-quality service
• Escalate any queries, complaints to the relevant business units to ensure they are handled and resolved in a timely manner
• Increase customer retention, loyalty and build a credible reputation
• Comprehend and adhere to the company and department standards, policies and procedures
• Contribute individually and as a member of a team to ensure service levels meet agreed client and internal standards
• Deliver a quality service to all customers and 3rd parties to ensure customer and client satisfaction
• Achieve and deliver effective level of personal work, activities and high level of performance to meet individually set objectives
• Identify and contribute to self-development to enhance individual and departmental performances within client/company procedures and policies
• Process and resolve customer requirements and queries within predetermined client/company procedures and policies
• Participate and support as an individual and team member to achieve overall team and business objectives, this may be in a, administration, customer service or early collections environment.
• To actively support through own knowledge or by recognising the need for specialist support in the areas of legal and regulatory compliance to meet best practise and company policy
• Adhere to HR policies and procedures as set out in individual contract and staff handbook
• Drive revenue generation capability to increase revenue for Capita SA and Clients
• Being the 'Customer Champion' you will challenge existing process/systems that stand in the way of driving customer delight, by placing our customers at the heart of everything that we do
• Using call centre systems competently to keep both customers' accounts and own records accurately updated
• Focus on Process adherence in relations to Client needs and expectations.
• Identifying vulnerable customers and adapting approach, providing additional support when required.
• Any other duties as deemed necessary and in line with the scope and level of this role.
• Working to tight deadlines to ensure all queries are responded to in good time and meet day-to-day service delivery targets.
• Adhering to data protection and confidentiality laws

Essential:

• High proficiency in written and verbal English communication
• Time Management: Balancing multiple tasks efficiently is essential.
• Active Listening: Understanding customer queries and questions.
• Handle complex issues.
• Problem Solving: Quick thinking and resourcefulness are vital.
• Communication Skills: Clear and concise communication
• Adaptability: The ability to adjust to different customer personalities and situations is valuable.
• Customer-Centric Approach: Putting the customer first is a core competency.
• Moderate to Advanced computer skills and system navigation
• Acts as a mentor to support and develop less experienced colleagues.

Minimum Requirements:

• Grade 12 (Matric)
• Customer Service Experience
• 6months+ International Call Centre Experience
• Must Reside in Cape Town
• Clear Credit and Criminal Record

What's in it for you?

• Competitive remuneration package + Incentives
• Shift Allowance
• Rotational Shifts
• Medical Insurance
• Free transport for evening shifts ending at 6:30pm and after
• A progressive career path to help you develop in your Call centre career.
• Comprehensive product training in a fun collaborative environment

Location: Cape Town

Time Type: Full time

Contract Type: Permanent