Duties and Responsibilities

Logs and tracks all enquiries and complaints on the system (first line of support)
Handles all general and specific telephonic contact
Assist walk-in clients
Conducts preliminary investigations
Liaises with relevant parties to resolve complaints
Provides customer services to members, establishments, service providers and parties via telephonic and other customer contact methods
Manage office petty cash, stationery and office consumables
Supervise the temporary staff
Compile and submit attendance register and time sheet
Assist Designated Agent with admin work
Ensures service levels and performance is maintained in terms of the organization’s Mission, Vision and Statement

Knowledge / Experience / Skills / Abilities

Ability to withstand pressure and provide the clients/customers with above average services
Must at all times be diplomatic and assertive with customers/clients
Ability to overcome obstacles, make informed decisions and resolve customer problems
Ability to work independently and use initiative along with problem solving abilities
Ability to build strong effective relationships with all stakeholders, i.e. existing clients and potential clients as well as internal stakeholders, i.e. colleagues and management
Adopt appropriate interpersonal style in achieving task accomplishment, modifying behavior according to tasks and individuals involved
Must be a good team player and achieve objectives as set out by supervisor
Must be meticulous in carrying out tasks/instructions etc.
Must have interpersonal and telephone etiquette skills

Qualifications

Matric (Grade 12)
Knowledge and experience of Funds and Returns (Manual & Online) processing
Above average verbal communication and listening skills
Customer service orientated behavior towards callers, service providers
Advance computer literacy
Query resolution skills
Customer orientated behavior
Ability to overcome obstacles and meet targets and deadlines, thereby producing the specified results

Customer Service Agent