Fidelity Cash Solutions CashMaster, Midrand
Reporting to: Call Centre Manager/CRM Manager
The above position is vacant at CashMaster in Waltloo (Midrand), reporting to the Call Centre Manager/CRM Manager.
Providing a professional and efficient service to customers handling of incoming telephone calls. He/she also has the responsibility of dealing with customers who prefer to contact the company through the Internet (e-mails), text messages, or any other electronic medium.
Minimum Requirements
- Must possess good communication skills, especially for listening. This is necessary in a bid to ensure a clear retrieval and passage of information to customers.
- Must have good interpersonal skills to always enable an easy flow with customers.
- Must be able to multi-task and manage time properly and effectively.
- Must be able to adapt to different situations and individuals.
- Ability to prioritize in the face of multiple tasks or assignments.
- Ability to work as part of a team.
- Ability to work with little or no supervision.
- Must be always self-driven.
- Must have good knowledge of customer relationship or customer service practices.
- Must have good data entry and typing abilities.
- A minimum of high school diploma
- A higher degree would be of great advantage.
- Must be able to work shift and
- At least 2 years of work experience in a call centre environment
- Take customer calls and provide accurate, satisfactory answers to their queries and concerns.
- De-escalate situations involving dissatisfied customers, offering patient assistance and support.
- Assisting clients with complaints of any nature and directing them to the correct department.
- Call clients and customers to restart devices and get CIT slips for signals not received.
- Guide callers through troubleshooting or using the products or services and assist with First line support.
- Review customer or client accounts, providing updates and information about CIT collections, Payments etc.
- Collaborate with other call centre professionals to improve customer service.
- Help to train new employees and inform them about the companys customer management policies.
- Responsible for managing a whole lot of incoming and outgoing calls in the organization.
- Build long-lasting relationships with customers.
- Keep a comprehensive record of all calls and/or conversations in the organizations call centre data bank.
- Make sure that whatever response given to the customer(s) is in line with pre-organized communication scripts that have been prepared for different topics that cover customer-related issues.
- Route calls to the appropriate channel(s).
- Move complex issues or complaints to supervisors.
- Willing to work during extended odd hours and/or during holiday periods.
- Reporting on calls logged, open calls not closed and technician performance.
- Assisting with assuring quality control is in place when assisting clients over the phone.
- Strong communication, both written and verbal
- Great active listening skills
- Exceptional interpersonal and rapport building skills.
- A patient and empathetic attitude
- Strong time management and organizational skills
- Adaptability and flexibility
- Comfortable working in fast-paced environments
- Troubleshooting skills, either basic or advanced, depending on the role and industry
- Computer literacy
- Phone skills, including familiarity with complex or multi-line phone systems
- In-depth knowledge of a companys products and/or services. (Training will be provided)
- Expertise in the customer service area they focus in, such as accounts, sales, technical support or another area
- Ability to speak multiple languages, especially those common among callers
- Analytical
- Communication
- Critical thinking
- Diplomacy
- Leadership and team building
- Change management
- Project management
- Persuasion and influencing
- Judgement and decision making
- Service orientation
We reserve the right not to make an appointment to any advertised position.
Whilst preference is given to existing employees at all times and the choice made purely on merit, Historically Disadvantaged Candidates and Disabled Candidates are encouraged and supported in the FSG team.
Fidelity Security Group (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in the markets in which we participate. Should you not be contacted regarding this position within 10 working days from the closing date, please regard your application as unsuccessful. E and OE
