Customer Support Agent - HomeChoice (3 Required)

Key Performance Areas

Resolve customer queries

Attend to logged customer queries in line with query resolution principles established by the Company
Contact customers in order to gain information, provide feedback and follow through on resolving and tracking their queries
Make contact with internal departments and external parties in order to gain further information or seek solution to customer queries
Report issues and variances that affect customer queries to management and other departments, ensuring that unresolved queries are escalated appropriately
Improve the customer experience and service delivery by providing excellent verbal and written 

customer service

Efficiency and productivity

Reach performance targets relating to productivity, adherence, turnaround time and quality
Meet acceptable query type production levels and query resolution ratios
Meet daily, weekly, monthly service level targets
Admin and reporting is conducted timeously and in accordance with required processes and procedures
Constantly and proactively look for ways to improve efficiencies through performance, communications, procedures and systems

Provide relief services

When required, provide relief work in other operational departments in order to meet business requirements and customer needs

Requirements:

Qualifications & Accreditations

Grade 12 / Matric or equivalent

Experience & Skills

1 Year customer service/support experience in any environment
Good understanding and knowledge of account reconciliations
Computer literate

Attribute & Behaviours

Energetic and positive attitude
Excellent written and verbal communication skills
Ability to work in a fast paced environment
Team player, but able to work independently
Resilient and change orientated

How to apply for this:

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