Agent: Customer Experience
Listing reference: track_001056
Listing status: Closed
Apply by: 2 July 2023
Position summary
Industry: IT & Internet
Job category: Customer Service
Location: Randburg
Contract: Permanent
Remuneration: Market Related
EE position: Yes
Introduction
Tracker requires the services of a Customer Experience Agent at the Head Office in Johannesburg. The successful candidate will be responsible for general customer service enquiries and/or updates, call retrieval requests and system process analysis.
Job description
· Accurate capturing of data and updating of customer information electronically/telephonically.
· Ensure that Customer Service standards are maintained in a highly pressurized environment.
· Meet targets as per Key Performance Agreement.
· Accurate record keeping of statistics as per stipulated guidelines.
· Effective utilization of the Call rating system.
· Ability to interpret the financial system and assist clients with basic financial and legal queries.
· Updating of bank details.
· Adherence to schedules as determined.
· Assist with any other tasks or duties assigned by the Supervisor as the need arise to ensure exceptional and efficient service.
· Accurate record keeping of statistics as per stipulated guidelines and operating procedures.
· Analysis of systems & processes and provision of improvement suggestions to enhance customer experience.
Minimum requirements
· Minimum of 18 month’s working experience in a Customer Service environment which includes dealing with a variety of queries and complaints.
· Knowledge of Tracker products and systems (iEvolve, CDS, TCRM, Willow, Aspect).
· Tertiary qualification will be an advantage.
· 3-4 years working experience.
· A passion for customer service and a professional attitude always.
· Advanced MS Office proficiency.
· Excellent interpersonal skills
· Work accurately with high level of attention to detail.
· Ability to work under pressure and to meet strict deadlines.
Benefits:
Medical Aid & Provident Fund
Please Note: If you have not heard from us within 4 weeks, consider your application unsuccessful.