Handling inbound and outbound customer enquiries utilising available contact centre systems and programs.
Demonstrate excellence in customer service in all dealings with customers, in accordance with Mindpearl and client policies, procedures and values.
Identify the customer’s needs, up sell additional products/services and offer personalised service in line with quality and training directives.
Complete administrative tasks relating to servicing and resolving customer requests in a focussed and efficient manner.
Maintain efficient control of queues.
Deal with customer complaints in a professional manner within Mindpearl and client guidelines.
Any other duties as reasonably requested by the employer.
KEY PERFORMANCE INDICATORS (KPI’S)
Quality of work
100% accuracy of information to customers about products and services.
Achieve minimum target scores for quality assessments.
Achieve minimum target scores for accuracy and completeness of system entries.
Matters are resolved to the customer’s satisfaction and to the satisfaction of the Team Leader.
100% attendance to all rostered shifts, excluding authorised absences.
100% adherence to breaks and lunches.
Achieve minimum targets for Average Handling Times (Talk time, Hold time and After call work).
Achieve minimum targets on emails, faxes and queues.
Account specific targets
Achieve minimum account specific targets as directed from time to time.
Achieve minimum targets for sales of products and/or services.
Consistently follows Mindpearl and client policies, procedures, culture and values and responds positively to changes in process and/or procedure.
Available to work on a roster basis covering 365 days a year and within hours in accordance with client requirements
Self-motivated, resilient and able to maintain a consistent standard of customer service over an entire shift
Able to apply initiative to solve problems and improve work processes
Communicates information effectively and in an appropriate manner
Calm and methodical decision maker.
Excellent communication skills (verbal and written)
Able to undertake intensive training in complex products
Maintains awareness of product, system and client changes/updates
Willing to accept feedback and aims to continuously improve and update knowledge and skills
Demonstrated ability to work effectively and efficiently in multiple applications within a windows based computer system.