Call Centre Agent at Telkom

We are looking for a call centre agent that will be the liaison between the company and its current and potential customers. The successful candidate will be able to accept ownership for effectively managing store customer requests, complaints received via telephone, inquiries, and keeping customer satisfaction at the core of every decision and behaviour.

• Adhere to Telkom / Feathercom servicepolicies to maintain excellent customer service.

• Build sustainable relationships and engage customers by taking the extra mile

• Ensure that you maintain excellent telephone etiquette.

• Maintain enthusiasm and ensure that energy levels are always appropriate.

• Obtains customer information by answering telephone calls; interviewing customers; verifying information and respond to customer e-mails.

• Conduct a customer needs analysis to determine the reasons for call the store.

• Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.

• Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.

• Determines eligibility by comparing customer information to requirements.

• Informs customers by explaining procedures; answering questions; providing information.

• Send daily customer interaction report to the relevant stores / branch managers

• Seize opportunities to upsell products when they arise

• Manage your customer queries and escalations.

• Log cases via click-to-call functionality related to any customer queries submitted.

• Capture all relevant information for click-to-call queries logged on MS Excel.

• Keep organized with regards to customer interactions and required follow-ups

• Complete and update all relevant sheets, reports, trackers, as per company requirements.

• Maintains communication equipment by reporting problems.

• Maintains and improves quality results by adhering to standards and guidelines, recommending improved procedures.

• Attend staff meetings and Telkom training initiatives.

• Complete all Telkom / Feathercom related assessments as instructed by training department.

• Adhering to all company policies and procedures.

• Keep updated with latest policies, devices, trends, competitive products, and services.

KEY JOB REQUIREMENTS

• Grade 12
• Call centre experience (mandatory)
• Customer relations experience (mandatory)
• Telephone etiquette
• Verbal communication
• Telephone skills
• Active Listening skills
• Data entry skills
• Interpersonal skills
• Customer focus
• Customer service orientated
• Attention to detail
• Reliability
• Professionalism
• Multi-tasking skills

Training and System Requirements to be completed by the successful candidate:

• Mo2b (Products, Services and Telkom Policies)
• Feathercom Policies Training

Job Types: Full-time, Permanent

Experience:

• sales: 1 year (Required)
• Customer service: 1 year (Required)