Blue Label Distribution: Customer Interaction Agent








Company Blue Label Distribution – CIC
Reference # B100
Published 13/09/2021
Contract Type Permanent
Salary Market Related
Location Randburg, Gauteng, South Africa
Introduction
Blue Label Telecoms are a JSE-listed company that sells innovative technology for mobile commerce to emerging markets in South Africa and abroad. Our users are rich, poor, urban and rural, and we allow them all to interact and transact on an equal footing. We reach them by using both physical and virtual distribution channels. We target many of our services at people who do not have easy access to bank accounts, and we allow them the convenience of being able to transact where and when they want to. Our good reputation is our license to operate.
Job Functions Call Centre
Industries Telecommunications
Specification
The Customer Service Representative is responsible for the provision of an omni-channel service to customers or potential customers and other
stakeholders to respond to their queries and requests, to provide information and documentation, handle complaints and trouble shoot problems.
Requirements
RESPONSIBILITIES

Customer Service
Reduce the number of complaints relating to customer service.
Display a passion for customer service, customer satisfaction and commitment to meeting and exceeding customer expectations.
Treat customers with professionalism at all times.
Display a strong service orientation in dealing with other staff members and customers.





Customer Support
Be available to answer inbound interactions through all channels (telephone, email, social media) within the required service level agreements.
Ensure all calls are dealt with using the professional Blue Label guidelines.
Obtain / confirm callers name at the beginning of the call.
Answer all customer calls professionally.
Ensure all customers receive a reference number.
Ensure Customer information is validated or updated on the CRM.
Ensure all data input into logging tickets is 100% accurate.
Research required information using available resources to answer customer queries.
Provide first level support, assistance, information and resolution.
Ensure information / solutions to customers is resolved in order to close tickets.
Transfer ticket to the correct person / team if escalation is required.
Provide second level support when required.
Provide all necessary information to back office teams to facilitate quick resolution of queries.

Service Levels, Performance and Training
Manage service level performance against defined targets set with Team Leader.
Meet or exceed quality expectations.
Attend meetings as required.
Actively seek and accept constructive feedback.
Ensure training is completed and understood on all Blue Label systems and products.
Take responsibility for keeping up to date on all changes in Blue label systems, processes and products.
Adhere to all the company’s policies and procedures.

Operational Compliance
Follow a straightforward mandatory procedure to ensure that work is carried out to the required quality standards and/or to ensure adherence to internal codes of conduct.

BEHAVIORAL COMPETENCIES

Customer Focus
Communicates Effectively
Ensures Accountability
Collaborates

SKILLS

Verbal Communication
Customer Service Delivery
Compliance Management
Computer Skills

EDUCATION

Grade 12

EXPERIENCE

At least 1-2 years’ experience in a call centre environment.
Demonstrated experience in managing and resolving queries in a call centre.
Proven experience in superior time management.

Job Closing Date 27/09/2021