Customer Service Agent – NUTUN

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. We create a culture of empowerment and accountability with a focus on skills, talent, and career development for all our people within the business. Our highly engaged environment displays our passion to create a great place for our people to work and it is teamwork that drives our success.

Required Education and Competencies:

• Minimum 1 year customer service experience in a call center
• Matric is essential
• Strong customer service experience
• Attention to details
• Willingness to learn
• Strong written communication skills

Key responsibilities:

• Complete telephony, digital and admin-based tasks to service customer contact.
• Take ownership of customer contacts, aiming to solve them at first point of contact and escalate when required, whilst demonstrating an empathetic and friendly approach.
• Deal with customer data sensitively and according to the data protection policy.
• Update customer accounts accurately using various systems
• Collaborate within key teams and stakeholders (surgeries, new business, dispensing, dispatch, pharmacy teams) to clarify facts, exchange information, or resolve enquiries and issues.
• Contribute to the continuous improvement of the campaign by identifying and taking ownership of opportunities for improvement to the processes you use, the services you will provide and the value you can add to the campaign.
• Take ownership of personal development and training, through regular review of performance against business objectives, and take responsibility for self-development. Keeping up to date with changes in departmental processes and developments.
• Personally contribute to an environment where colleagues want to work, and customers feel valued.
• Carry out a range of customer service focused tasks both inbound and outbound, ensuring the relevant productivity and quality measures are achieved in line with process and procedures.
• Provide a high-quality service to customers comprising of handling inbound & outbound calls and undertaking a range of administrative tasks. This will be achieved as part of a flexible model to support the business in meeting customer demands within agreed service levels.
• Complete outbound customer contact to enhance their journey and reduce customer attrition.

Skills:

• Good communication skills (written and verbal), especially listening, as that will allow you to ask better, more relevant, questions of customers.
• Empathy is important as you may be handling contacts from customers in difficult situations, so having natural empathy makes it much easier to build rapport with these customers.
• Patience and the ability to remain calm in stressful situations
• An ability to multitask will prove vital, as you will have to switch between multiple systems while helping customers and switch channels frequently – from the phone to email, for example.
• Ability to work unsupervised and deliver quality work across multiple tasks within required deadlines.
• Ability to accept feedback and embrace opportunities to develop your skills and knowledge

Knowledge:

• Understanding business processes and procedures relating to the customer lifetime journey.
• The ability to deal with all customers in an approachable manner, using positive and plain language to ensure understanding.
• Problem-solving skills and the willingness to go the extra mile to resolve enquiries.
• Demonstrate patience and attentiveness when dealing with customers to get to the underlying reason for contact.
• Adaptable to change and willing to embrace new ideas.