Customer Queries Officer - BeyondStaff

eg. Accountant or Accounting or Kempinski



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Key Performance Areas Provide an exceptional customer experience

  • Appropriately manage all customer queries
  • Ensure a polite, friendly, efficient and professional service is provided at all times
  • Take responsibility for all calls by ensuring that advice is always given in the customer’s best interests by enhancing customer delight
  • Handle objections appropriately to ensure that positive results are achieved
  • Effectively deal with difficult queries and customers, avoiding formal complaints
  • Improve the customer experience and service delivery by providing excellent customer service

Resolve customer queries effectively and efficiently

  • 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

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  • 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

Meet operational efficiencies

  • Upsell product offerings in line with the departments required performance standards
  • Meet acceptable query type production levels and query resolution ratios
  • Consistently reach performance targets and standards relating to productivity, adherence, turnaround time and quality
  • Always ensure that any outstanding tasks are up to date
  • Adhere and meet all service level agreements targets
  • Constantly and proactively communicate ways to improve efficiencies in our performance, procedures and systems
  • Ensure compliance standards and legislative requirements are adhered to and met against agreed quality benchmarks

Adhere to quality standards

  • Always make sure that the correct information is relayed to customers
  • Acquire and accurately capture all necessary information
  • Ensure that all admin and reporting is conducted timeously and in accordance with required processes and procedures
  • Adhere to policies, procedures and all business standards and requirements

Requirements

Qualifications and accreditations

  • Grade 12/matric or equivalent qualification

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Experience and skills

  • Minimum one-year of customer service experience within a contact centre
  • Effective communication skills (verbal and written)
  • Must be able to work shifts, weekends and public holidays
  • Clear credit and criminal record
  • Must be computer literate (email, internet, word and excel)
  • Excellent telephone etiquette

Attributes and behaviours

  • Customer focused/centric attitude
  • Performance-driven and results-orientated with a relentless drive to succeed
  • A strong can-do attitude and an energetic positive approach
  • Exceptional attention to detail with a thorough approach to work
  • Excellent listening and interpersonal communication
  • Team player but able to work independently

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