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Swedish Customer Service & Sales Representative in South Africa Customer Service & Sales Representative Location- Cape Town Department Name – Customer Service & Sales Position Summary The mission of the Customer Service Representative is to help members and potential members who call the Call Center by answering their questions; making them feel cared for and well-informed.

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Key Responsibilities • Provides superior customer service to all contacts by answering phones in a professional and customerfriendly manner by using the appropriate greeting, scripting and closing • Ensures that all responses are accurate and courteous; making the caller feel engaged and well informed. • Makes decisions in regards to account closings or refunds as they pertain to our online accounts • Understands and can communicate to members the policies and procedures for online accounts. • Responsible for achieving the stated production and service goals and adhering to the attendance policy • Resolves caller’s complaints or properly escalates to Lead Representative or a Supervisor when appropriate. • Increases member enrollments by promoting European Lifestyle Brand • Increases member retention by effectively utilizing skills to overcome member’s objections and/or offers another European Lifestyle Brand product or service. Assist with all assignments, as requested; complete all assigned projects in a timely, logical manner and in line with management expectations. Key Skills & Behaviors • Minimum 2 years previous customer service experience required. • Excellent customer orientation and customer service skills. Ability to listen, ask probing questions and formulate a customer friendly response. • Demonstrates support by expressing belief both in the Program and in the member’s ability to succeed. • Strong sales aptitude • Demonstrate empathy by celebrating all successes with the caller and by embracing the caller’s moods and feelings; put the caller at ease by using his or her name; be positive and friendly and remain calm even if the caller is upset. • Is flexible and willing to adjust to change in procedures or work environment • Maintains composure and objectivity even under stressful situations • Can shift priorities and refocus efforts as required. • Sound decision -making and problem-solving skills • Ability to access alternatives that are based on customer input and factual information • Demonstrates solid functional knowledge and technical skills of the European lifestyle Brand Program, products and services as required to handle daily job responsibilities


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