Customer Care Inbound: The Unlimited
Customer Care Inbound: The Unlimited
Description
Purpose of the Role:
If you really come alive when you’re on the phone, making customers feel amazing… then this could be the opportunity you’ve been waiting for. Here’s your chance to make a real difference in the lives of our customers!
This role requires an Inbound Call Centre Agent who is self-motivated, goal driven and has real customer service experience – Cellular experience is a plus.
Key Responsibilities:
- Receiving inbound calls with regards to our The Unlimited SIM, dealing with:
Device queries
SIM card queries
Airtime queries
Policy queries
Porting etc.
- Identify the customers query quickly and take appropriate action – may require internal transfers (Customer Care, Retentions etc.)
- DISPO calls accurately and identifying any major issues with the team
- First call resolution – reducing the time a customer needs to spend on the phone with us.
- Resolving complaints – including Hello Peter and Facebook etc. (outbound calling when required)
- Adhere to strict Protection of Personal Information Act. (POPI) requirements
- Live chat with customers to identify and resolve their queries. (Spelling and correct use of English is critical)
Personal Characteristics:
- Have a great attitude
- Self-motivated
- Self-disciplined
- Emotionally intelligent
- Emotional Resilience.
- Self-employed work ethic.
- Listening and comprehension skills
- Fast learning – focused on self-development
- Multitasker – able to work on multiple programs and tasks efficiently and accurately
- Pro-active thinking
- Problem solver
- Service focused
- A team player
- Excellent telephone etiquette
- Able to adapt to change
- The person your dog thinks you are
If you just can’t wait to get that headset on and use your golden voice to “wow” our customers, well then email your CV to Tyron – tpotgieter@theunlimited.co.za &
Devin – dlewis@theunlimited.co.za
We’ve got something special for you!
Requirements
Knowledge, Experience & Skills:
- Matric
- 1 – 2 years’ experience in an Inbound team (preferably in a cellular environment).
- Communicating in English, Afrikaans, Zulu and Xhosa (essential other languages are an advantage). We are looking for 2 agents, one with good command of the Afrikaans language and another multi-lingual.
- Tertiary studies (an advantage).
Location: Durban
