Customer Service Agent
The Customer Service Agent has responsibility and accountability for contacting customers via telephone, email and social media platforms in order to procure or retain their business on behalf of a Client (Banks, Financial Services Companies). This may encompass several different roles including but not limited to Customer Service, Sales, Dispute Registration and Accounts Receivables. The incumbent is also responsible for meeting Clients’ expectations by understanding the Customer’s situation, responding with empathy, and helping to facilitate solutions. The incumbent will preserve and enhance both the Client’s and the Company’s reputation and profitability by maintaining the highest standards of Customer Service.
The Agent must be able to accept ownership for effectively handling customer issues, payments, complaints, enquiries, and keeping customer satisfaction at the core of every decision and behaviour. To successfully perform the duties/responsibilities of this role, the incumbent must maintain current knowledge of the Company’s and Clients’ systems, internal processes, policies, and practices. Strict adherence to procedures, policies and timelines are required in order to effectively execute the following functions:
Education & Experience