Customer Service Advisor (Voice) – DLG

Job Description :

Deliver excellent customer experience on every customer interaction ensuring the customer is assisted timeously in a professional manner in their preferred mode of communication

Job Responsibilities :

• First contact resolution approach (addressing the customers query/ complaint as far as possible in the same call)
• Address the customers reason for calling in a professional and efficient manner.
• Use the appropriate scripting to guide the conversation
• Accurately capture all client information on the relevant platform
• Listen attentively to the customer and ask clarifying questions if appropriate
• Identify vulnerable customers and adapt process as per the guidelines, deliver against performance metrics
• Ensure the responses to queries, request for information or complaints are specific and addresses the client’s reason for calling.
• In the event an appropriate solution cannot be reached, escalate as per the defined process
• Create a memorable customers interaction on every call.
• Take ownership for the customers experience
• Demonstrate empathy in all communication
• Exhibit great soft skills throughout your calls.
• Provide insights and feedback to your leader on aspects of the customer journey that can be improved on.
• Act as a brand ambassador of our client
• Know your product, systems and processes well do deliver with confidence the best solution to the customer.
• Timeously answer incoming call
• Provide individualized service to the customer so that they feel heard and valued throughout the engagement with you.

Job Requirements

• Grade 12/NQF4 Qualification
• 12 months customer service experience (Voice), Recent unbroken service of 1 year
• Excellent Verbal Communication
• Professional & friendly disposition

Skills Required 

• Customer Orientated
• Excellent communication (Written)
• Ability to deal/interact with different customers.
• Product Knowledge
• Adaptive Approach

Huntswood’s employees are described as dependable, driven and collaborative. 
The job holder should align to our 6 Fundamental Values:

• Bring Your “A” Game
• Strive For Greater  
• Enable and empower all employees
• Do the right thing
• Own it
• Deliver unbelievable service

“It’s not just about what we do, but the way we do it. And it’s our values that make us special.”

 NB:  All appointments are subject to the positive outcome of pre-employment verification checks.