Walk in Centre Agent -Stellenbosch : ALEX FORBES

• National Senior Certificate – Matric / Grade 12 – Essential
• National Certificate of Customer Relationship Management – Advantageous
• National Certificate Contact Centre Agent Qualification – Advantageous

Experience

• Contact Centre : Minimum 2 years’ proven work experience as a walk-in centre consultant in a financial services environment.
• 2 – 5 years’ Experience working on CRM and VOIP2
• Knowledge of customer service practices and principles

–                  Excellent data entry and typing skills

–                  Ability to speak more than 2 languages

Key Performance Area | Performance Outputs

 Customer Service             

• Acknowledge and appropriately assist clients in a timely manner, maintaining agreed service level

• Greet all clients and visitors with a sincere smile and treat each client as our valued guest
• Always acknowledge the presence of a client, show the person you aware of their presence
• Engage clients professionally, using correct business language
• Manage telephone calls professionally, efficiently and with good communication skills.
• Attend to customer complaints and concerns immediately, and facilitate satisfactory resolution
• Accurately log all expressions of dissatisfaction from clients onto the complaints system.
• Exercise courteous mannerism. Have an empathetic approach
• Use appropriate greeting and closing/ending and exercise courteous mannerism. Build a rapport, by accurate use of voice, tone, pitch, body language/gestures.
• Give absolute priority to satisfying their needs and requirements
• Ability to engage clients in conversations that build an understanding of their needs & requirements by using effective probing and listening skills
• Creating a positive client experience by providing accurate business information, escalating when needed in a professional and timely manner
• Display a sense of urgency towards all client inquiries, demonstrating the importance of the client.
• To maintain and update all contact details with availability of various contact methods on file.
• Matching response appropriately to client’s communication
• Willingly and openly sharing information to add to team effectiveness
• Contribute to the performance of the team by displaying a positive and enthusiastic attitude, showing support and involvement in all activities
• Capture accurate status codes on all customer contacts ensuring correct reporting and follow ups.
• Capture all secondary contacts (appointments) with detailed notes onto CRM for quick and easy understanding of client query.
• Maintain a minimum service level target
• Individual knowledge is up to date on industry trends/changes as well as Alexforbes products and service offerings. This is attained by achieving 85% on all Product and System Assessments on a monthly basis
• Full responsibility and accountability for full closure of WIC queries – end to end process
• Assisting in other areas within Business Support when required.Data management and Integrity
• Re-visit – Confirmation of data entry, maintaining client’s latest contact details
• First Contact – Accurate data entry, capturing client’s latest contact details
• All client contacts recorded accurately
• All client feedback and BO responses recorded accurately to support continuous improvement in culture.
• 1% error rate on wrap up codes selected
• 1% allowance on open cases
• Correct selection of wrap up codes enabling accurate reporting.
• 95% capture rateAdhering to policies, procedures and protocols
• 100% adherence to Divisional policies, procedures, protocols and SLAs
• 100% adherence to AFFS policies, procedures and guidelines
• Monitor effective use of business tools and equipment
• Full adherence to schedules and Contact Centre Handbook protocols
• Meeting customer survey satisfaction standard
• Proactively identify opportunities to cross-sell Alexforbes products and services
• Adhere to the POPIA act – Confidentiality and no documentation to be visible to clients Treat Customers Fairly
• By identifying and pursuing new opportunities aligned to TCF and maintaining a good client relationship.
• Understand the TCF principles and use them when dealing with clients
• Act as a brand ambassador by modelling AlexForbes values in every interaction with clients, colleagues, service providers and the public.
• Personal DevelopmentAttendance and active participation in professional development, training and coaching sessions as required.
• Respond openly to feedback and apply knowledge of procedures, policies and protocols to meet business objectives.
• Contributing to the positive cohesive workplace environment demonstrating respect for advice and feedback by fellow operators

Competency

• Time management
• Problem solving
• Adaptability
• Customer Service
• Negotiation
• Effective communication skills. The ability to express oneself clearly verbally and via written communication in order that the content is understood by the receiver.
• To have the energy and drive required to meet the challenges of work.
• Communicate with clients on a variety of channels
• The ability to complete repetitive tasks with patience and tolerance within required turnaround times.
• The ability to listen to and to verbally express in a fluent, transparent and consistent manner. Adjust language, terminology and needs of the client