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Customer Care Agent

Position: Customer Care Agent
Company: National Bargaining Council for the Road Freight and Logistics Industry (NBCRFLI)
Department: NBC
Location: Benoni
Reporting to: NBC Manager
Reference No.: 232/2017

1) Core Purpose
Provides customer service support to the organization by obtaining, analysing and verifying the accuracy of order information in a timely manner. Initiates and/or implements corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction is maintained.

2) Key Role Outputs
a) Manage large amounts of inbound and outbound calls in a timely manner
b) Identify Customers' needs, clarify information, research every issue and provide solutions and/or alternatives
c) Seize opportunities to upsell products when they arise
d) Build sustainable relationships and engage customers by taking the extra mile
e) Keep records of all conversations in our call center database in a comprehensible way
f) Prepare customer service summary reports
g) Co-ordinate the handling of difficult and/or unusual situations
h) Initiate required action for response to Customer's service requests
i) Ensure and provide quality service to both internal and external Customers
j) Prepare, generate and distribute daily reports and order acknowledgements to appropriate personnel
k) Provide back-up support to other group members in the performance of job duties as and when required
l) Attend to all customer inquiries/communications as required
m) Attend regular customer service departmental meetings
n) Maintain detailed call activity reports and provide it to the Customer Care Manager/Supervisor on a regular basis
o) Performs other related duties as assigned by management

3) Mandatory Qualifications
a) Matric
b) Two years progressive customer service

4) Advantageous Qualifications
a) N/A

5) Mandatory Experience/Exposure
a) Min of two years working experience in a Customer support role within a Call Centre environment
b) Fluent in English and at least one African language
c) Strong phone and verbal communication skills along with active listening skills
d) Familiarity with CRM systems and practices will be an added advantage
e) Customer focus and adaptability to different personality types

6) Advantageous Experience/Exposure
a) N/A

7) Knowledge and Skills
a) Have good command of the English language, both verbal and written
b) Ability to adapt according to different situation
c) Be able to work independently
d) Computer literate - MS Word, MS Excel, MS Outlook
e) Focused on customer needs and satisfaction
f) Ability to multi-task, set priorities and manage time effectively

8) Desired attributes
a) Must work well under pressure
b) Ability to juggle many projects simultaneously
c) Excellent interpersonal and communication skills
d) Must be able to prioritize
e) Self-motivated
f) Adaptable
g) Organizational skills

NOTE: Applicants will be selected according to the vacancy criteria.
Interested individuals may submit their CVs to the HR Department via email:
(for Benoni)

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