CUSTOMER SERVICE

• Handle incoming customer calls, emails, and online inquiries with professionalism and courtesy.
• Assist customers with enquiries regarding products and services, and account information.
• Accurately record and update customer details in the CRM system.
• Escalate complex issues to senior team members or appropriate departments.
• Work closely with other team members to meet service level targets and KPIs.
• Maintain up-to-date knowledge of company products, services, and policies.
• Ensure customer satisfaction through proactive problem solving and effective communication.
• Participate in ongoing training and development to enhance skills and knowledge.
• Provide feedback to improve customer service processes and systems.
• Professionally respond to requests from both external and internal customers.
• Evaluate customer satisfaction through approved tools and systems.
• Project and maintain a satisfactory image when dealing with clients.
• Ensure that all customer queries and complaints are addressed as per agreed SLA’s and that they are logged on the approved CRM system.
• Send customer survey after every Interaction.

MINIMUM REQUIREMENTS

• Grade 12
• National Diploma in Marketing, Communications, Consumer Studies, Business Administration, Management Studies or relevant equivalent qualification.

IDEAL QUALIFICATION:

• Bachelor’s degree in Marketing, Communications, Consumer Studies, Business Administration, Management Studies or relevant equivalent qualification.

EXPERIENCE:

• 1 year experience in Call Centre or Client Services

To provide an end-to-end customer service to the SACAA clients through various communication channels such as phone, email and chat.
To improve the customer experience and customer satisfaction index by handling customer enquiries, resolving issues and supporting the team in delivering high-quality service.