Minimum Requirements:
vMatric.
vRE 5 & Full FAIS credits.
v3-4 years working experience in a Contact Centre.
vPrevious contact centre experience in a sales or retention environment is essential.
vCertificate in Customer Services will be an advantage.
vMinimum 1-year experience in handling Technical queries, Retaining of customers and financial background.
vExcellent product and systems knowledge.
vA passion for retaining customers through excellent customer service delivery, a professional attitude at all times.
vThe incumbent should have excellent interpersonal skills.
vThe ability to cope with a constant changing and pressurised environment.
vThe ability to work in an environment where multi-skilling is required.
vWork accurately with high level of attention to detail.
vAdvanced MS Office proficiency.
vMust be self-sufficient, assertive, influential, optimistic and caring.
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Job Description:
vThe incumbent is expected to be a one-stop call resolution employee by answering incoming calls assisting the client with their cancellation enquiry with the intend of converting the request into a retain by using various objection handling tools according to the relevant SOP.
vContribute towards maintaining a departmental Abandonment Rate and Service Level according to the company standards.
vAccurate capturing of data and updating of customer information while assisting the customer with their cancellation request.
vEnsure that Customer Service standards are maintained in a highly pressurized environment.
vMeet targets as per Key Performance Agreement.
vEscalate and follow up on customer’s outstanding queries during/after the cancellation incoming call.
vAccurate record keeping of statistics as per stipulated guidelines.
vEffective utilization of the after-call service rating system.
vAbility to interpret the financial system and assist customers with basic financial and legal queries during/after the cancellation incoming call.
vAssistance with retaining and cancellation of accounts.
vAdherence to schedules as determined on the Telephony system.
vEnsuring that electronic communication received within the Customer Service Division is handled efficiently in line with SLA’s and standards.
vAssistance with retention campaigns when the need arises.
vAssist with any other tasks or duties assigned by the Supervisor as the need arise to ensure exceptional and efficient service within the Customer Service division.
