Overview
Customer Service Specialist Jobs in Roodepoort, Gauteng, South Africa at AfroCentric Group
Title: Customer Service Specialist
Company: AfroCentric Group
Location: Roodepoort, Gauteng, South Africa
Deliver and enable excellence in all service moments to all stakeholders.
Personalised servicing through the omni -channel experience focusing on the overall quality of interaction between our customers and the brand.
Committing to our service charter and strive to continuously make a positive difference.
Accountabilities
Client service delivery and quality:
Follow procedures and cooperate with peers and leader for best possible service delivery
Compliance and Risk Management:
Defined legal, statutory and regulatory compliance is maintained at the required standards
Operational risk and governance structures, measures and frameworks are complied with and necessary action is taken to address issues, when necessary
Financial Management:
Contribute to cost savings within the department to assist with financial goals and targets
Operating Model:
Meet delivery objectives through working with other team members within and linked to the department / project
Resolve operational performance variations and problems and escalate unresolved issues to higher levels
Ensure delivery targets/objectives are met and operate in a supportive manner to achieve successful delivery
Operational Implementation of Strategy:
Keep up to date with operational changes implemented in response to important external influences
Deliver in a manner that supports and meets operational quality standards and meets the defined departmental priorities
Perform according to defined operational best practice and identify and implement opportunities for continuous delivery improvement
Operational Leadership:
Deliver personal performance within Human Capital frameworks and policies to ensure delivery to agreed standards and objectives
Engage in development, coaching and mentoring
Support transformation through valuing diversity
Behave in alignment with the Afrocentric values
Stakeholder Management:
Ensure appropriate, active and informative relationships with customers and relevant stakeholders are successfully achieved
Address customer or stakeholder complaints in alignment with the policies and procedures and ensuring customer / stakeholder buy-in
Provide accurate and consistent information, meeting all quality standards and measures -Deliver excellence in customer satisfaction -Strive to identify areas of improvement and sharing of ideas with your team -Collaborate with all teams to enable peer to peer learning.
Be a brand ambassador, allowing the brand presence to be felt as an extension of the experience.
Service all key stakeholders in the moment across all servicing channels as required until the service request has been resolved -Educate stakeholders on self-help digital servicing tools -Connect with customers (all stakeholders) across all channels, enabling an intuitive experience bringing across our brand authentically -Provide a seamless, progressive and holistic approach, understanding the customer’s needs -Resolve queries on first contact -Resolution of specialised and complex queries.
Experience
3 – 5 years Health Care Operations Experience
2 – 3 years Call Centre Experience
Qualifications
Grade 12 / Matric / NQF level 4. Call Centre, Customer Services Certificate Advantageous
