- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints;
- Keep records of customer interaction or transactions, recording details of inquiries, complaints, or comments, as well as actions taken;
- Check to ensure appropriate changes were made to resolve customers problems;
- Contact customers to respond to inquiries or notify them of claim investigation results or any planned adjustments;
- Determine charges for services requested, collect deposits or payments, or arrange for billing;
- Prepare change of address records, or issue service discontinuance orders;
- Refer unresolved customer grievances to designated departments for further investigation;
- Resolve customers service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills;
- Review insurance policy terms to determine whether a particular loss is covered by insurance;
- Review claims adjustments with clients, examining parts claimed to be defective, and approving or disapproving clients claims;
- Solicit sales of new or additional services or products;
- Compare disputed merchandise with original requisitions and information from invoices;
- Obtain and examine all relevant information to assess validity of complaints and to determine possible causes;
- Order tests that could determine the causes of switching product malfunctions;
- Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems;
- Communicate with supervisors, peers and subordinates;
- Communicate with external stakeholders in a respectful manner, and via the correct channels;
- Compiling, categorizing, and verifying information or data received by team members;
- Respond to customer enquiries;
- Provide notification to all relevant internal and external stakeholders relating to any updates, changes ore requests;
- Be able to provide the customer their full attention in eliciting their needs and requirements;
- Be able to competently explain the switching product to potential new customers;
- Be able to competently understand the switching product and services offered by EPS;
- Demonstrate knowledge relating to principles and methods of showing, promoting and selling the switching product and service;
- Create marketing strategy and tactics, product demonstrations, sales techniques and sales control systems; and
- Awareness of business and management principles involved in strategic planning.
Education and Experience
- A bachelors degree in a related field;
- Customer Service Experience (3-5 years);
- Deep understanding of the Switching landscape;
- Experience in managing a team, setting performance expectations, and providing coaching and feedback to team members;
- Strong understanding of the switching industry, including the products and services offered, industry trends, and competitive landscape;
- Customer Experience (CX) Expertise (2-3 years);
- CX strategies implementation, gathering customer feedback, and making data-driven decisions to enhance satisfaction;
- Familiar with CX measurement tools and methodologies;
- Experience in implementing changes and improvements to enhance the customer experience; and
- Vendor and Stakeholder Management (2-3 years).
- Communication skills verbal;
- Communication skills written;
- Customer service orientation;
- Relationship building;
- Follow up;
- Initiating action;
- Sales ability; and
- Customer focus
Benefits
- Pension fund contribution
- Death Benefit
- Critical illness benefit
- Disability benefit
- Funeral Cover
