In todays iNTTerconnected world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the worlds most significant technological, business and societal challenges.
With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.
Want to be a part of our team?
The Customer Service and Support function are responsible for activities related to assisting, supporting, and resolving customers' questions specific to products and services.
The Customer Support area is responsible for assisting customers by providing information about products and/or services, answering questions, and resolving problems and issues.
The Call Center's focus specializes in placing or answering calls to customers related to pre-and post-sales service.
Requires to maintain product knowledge and awareness of customer service policies. May develop business opportunities based on calls.
This job family is in the support level category and the focus is on completing tasks or activities supporting the implementation of procedures.
Incumbents in this job level category typically require general education, vocational, and/or on-the-job training, and may provide direction to other employees with similar duties.
Working at NTT
Role Purpose
The purpose of the Agent is to satisfy customer requests, by increasing, developing or retaining the customer base through relationship building and exceptional service delivery.
As the primary point of contact for Mercedes Benz customers, maintain high quality service standards and provide quality feedback through multimedia contact channels.
Contribute to the achievement of business objectives by meeting agreed customer service, productivity and other targets.
Contribute to a customer-focused, high performance, high commitment environment in accordance with company values.
KEY PERFORMANCE INDICATORS
Client/Customer Experience
- Ensures all oral and written communication, including email, consistently demonstrates a professional and friendly tone, maintaining faultless grammar and spelling standards (where applicable).
- Offers a solution-based approach to all customer interactions tailored to the needs of the individual customer
- Responds to all customers with willingness and appropriate tone and language
- Ensures follow-up action is taken when necessary and provides feedback to the customer
- Ensures own product, system, process and policy knowledge is current
- Manage clear expectations with customers, Dealers & the business partners
- Manage all escalations & complaints, including those from the CEOs office as well as social media
- Adheres to scheduled shifts, rostered start times, end times, break times and any scheduled activities.
- Is available to manage all customer interactions as rostered within parameters, inclusive of calls, emails and other tasks.
- Takes care to ensure own safety and health at work, and to avoid adversely affecting the safety or health of any other person at work.
- Brings any out-of-line situations to the attention of management, including equipment failure.
- Captures all customer details and data relevant to the call or service intervention efficiently and accurately.
- Adheres to all Call Centre Policies, Procedures, Codes of Conduct and legislative requirements
- Resolves all customer queries within acceptable time frames
- Handling enquiries and complaints from customers concerning a range of Mercedes Benz products.
- Logging customer calls and customer case management
- Identifying customer needs and providing information on a broad range of Mercedes-Benzs products and services, cross-selling where appropriate.
- Take on additional responsibilities in supporting others within the organization when necessary to deliver legendary customer service.
- Handling all queries and complaints from customers that come through, by responding in a professional manner and ensuring all queries and requests are dealt with accurately and promptly.
- Responsible for all Dealer correspondences regarding issues that are opened against them.
- Close all issues opened against dealers within set SLAs.
- Log all cases on the system
- Resolve all cases within specified SLAs.
- Compile daily reports.
- Liaise with all departments with issues regarding the Complaints
Knowledge and Education
Matric/NQF equivalent
Navigation of a PC and Windows application
Oral and Written Communication, grammar, punctuation in English
Multimedia use of Fax, email, Voice and data
Knowledge of the structure of a Vehicles (understanding of a vehicle e.g. brakes, indicators, tyres)
Experience
2-3 years Contact Centre experience or 3-5 year customer service experience in dealing with escalations and customer complaints
Motor Industry experience is an advantage
Advantages
- Tertiary education or courses in customer relations.
- Tertiary education or courses relevant to the motor industry
English-Voice Clarity and Articulation
Afrikaans advantage
Additional languages are an advantage
Attributes
- Adaptability
- Resilience
- Influence
- Assertiveness
A Career At NTT Means
- Being part of a global pioneer where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40, 000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.
- Being at the forefront of cutting-edge technology backed with a 150-year heritage of using technology for good. With 40% of the worlds internet traffic running on our network and where Emoji were first invented, you can be proud of the groups many new firsts.
- Making a difference by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.
- Being your best self in a progressive Connected Working environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.
- Having ongoing opportunities to own and develop your career with a personal and professional development plan and access to the broadest learning offerings in the industry.
