ON CALL OUTBOUND CUSTOMER SERVICES REPRESENTATIVE – Africa Personnel Services

DESCRIPTION
Purpose of the Position:

To create a readily available pool of temps to step in an assist when required
To actively engage in outbound calls to new, existing and disconnected customer with the intention to proactively retain subscribers and minimize churn
To cross-sell, upsell, add-ons sell and recommend product upgrades, re-connections and survey disconnected customers
Contact 110 successful customers, attempt 260 clients per day Maintain 80% QA score Answer inquiries by clarifying and providing desired information Provide excellent customer service Apply innovative solutions to various type of concerns / complaints Maintain a professional attitude in challenging situation Identify customer queries, explore answers and alternative solutions, implement solutions and escalate unresolved queries Fulfil customer requests by clarifying information, completing transactions and forwarding requests, as may be required Troubleshoot and resolve customers’ problems with our product by determining the cause of the problem, then follow through with resolution Achieve and maintain proficiency with our escalation matrixes Maintain up-to-date database by reconfirming and updating customer details at every interaction (DBC)

REQUIREMENTS
Qualifications Essential

A minimum of 25 points in grade 12
Professional communication skills
Written and verbal Computer literate
Numerical aptitude
Willingness to learn new skills
Passionate about customers and service delivery
Proficient in English (Proficient in any local language added advantage)
Customer service orientated
Telesales skills added advantage
Behavioral Competencies

Problem Solving Flexibility/Adaptability Target /Deadline driven Team Player