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Customer Service Agent
Nutun
Description
To provide exceptional customer service in a contact centre environment, focusing on mortgage, loan, and finance-related customer inquiries, achieving first-call resolution, and maintaining high-quality service standards.
Requirements
- Matric Certificate.
- 1 year call centre customer service experience with Mortgage / Loan / Finance experience.
- Exceptional telephone manner and customer service skills.
- Active listening skills.
- Verbal and written communication skills.
- Proficiency with computers.
- Ability to resolve conflict and diffuse tension.
- Strong time management skills.
- Excellent command of the English language.
- Strong reading comprehension of English.
- Basic computer skills.
Key Responsibilities
- Strive to achieve first-call resolution and maintain the quality of service provided by the call centre.
- Use listening skills to understand the needs and complaints of the customer before offering the best possible solution.
- Remain calm and professional while dealing with angry customers and providing solutions to resolve their issues.
- Adhere to all company policies and procedures.
- Achieve set KPIs designated by the campaign and ensure a high level of customer service is provided on every call.
- Respond efficiently to customers and create a positive experience.
- Transfer and escalate calls to the appropriate department if needed.
- Understand and use the required software, reports, tools, and metrics.
- Participate in training and strive to increase and improve existing skills.
- Document customer interactions accurately.
- Provide feedback and suggestions for process improvement
Skills & Attributes
Personality Attributes
- Empathetic â Understands and responds to customer needs.
- Resilient â Remains calm and professional with angry customers.
- Detail-Oriented â Ensures accuracy in documentation and compliance.
- Communicative â Excellent verbal and written communication skills.
- Adaptable â Handles diverse customer queries and issues.
- Accountable â Takes ownership of customer interactions.
- Team Player â Contributes to a positive team environment.
- Time-Managed â Manages call handling and tasks efficiently.
- Willing to Learn â Participates in training and skill development.
- Customer-Focused â Creates a positive customer experience.
- Professional â Maintains a professional demeanour at all times.
- About the Company:
- We are a people-orientated business that provides outsourced contact centre solutions and specialises in customer life cycle management. Our people are our most important asset, and we create a culture of empowerment and accountability with a focus on skills, talent, and career development.
Core Competencies
- Inbound Call Centre Operations
- Mortgage / Loan / Finance Customer Service
- First-Call Resolution Achievement
- Conflict Resolution & De-escalation
- KPI Achievement (Service Levels)
- Active Listening & Needs Analysis
- Computer Proficiency & Software Usage
- Documentation & Record Keeping
- Training Participation & Skill Improvement
- Escalation & Call Transfer Protocols
- Customer Experience Enhancement
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