Multimedia Agent
Tenacity Financial Services
Northern Suburbs, Western Cape
Query Handling
Handle a range of customer queries and/or complaints via various communication channels (e.g. inbound / outbound voice, email, WhatsApp, Facebook, Hello Peter, Chatbot, etc.)
Interpret and resolve queries by providing accurate account, product and / or service related information aligned to the Standard Operating Procedures
Access various systems as required to resolve queries and / or complaints and accurately update information
Escalate relevant queries to stakeholders to ensure resolution
Capture the correct dispositions based on the nature of the query and / or complaint
Action and resolve queries relating to store maintenance and staff card
Perform staff card reconciliation functions and attend to associated queries
Provide a professional customer experience and satisfaction at all times
Service Level
Resolve queries in line with departmental standards, Service Levels and Standard Operating Procedures
Promptly escalate potential crisis situations to Management
Action all queries in an efficient, professional and timeous manner that will ensure a positive customer experience
Quality Assurance
Ensure outputs are aligned to departmental Quality Assurance standards and targets
Adhere to Standard Operating Procedure and departmental templates where relevant
Adherence
Adhere to workforce schedule i.e. start and end time, lunch and body breaks
Adhere to all Company Policies and Procedures e.g. Absence Management Policy, House Rules, Disciplinary Policy
Action any other instruction by the team leader from time to time
Experience
Must have 2 years’ contact centre experience, of which 1 year must be in a multi-media, escalations or similar role
Ecommerce contact centre experience would be an advantage
Qualification
Grade 12 or NQF Level 4
Tertiary level education in Communications, Marketing, or Business Management would be advantageous
Functional Knowledge and Skills
Excellent verbal & written communication skills communication skills
Attention to detail Customer Focused
Experience/knowledge of retail account services
High problem solving skills and ability to work under pressure
Ability to show empathy and handle customers sensitively
Ability to be flexible and display strong adaptability skills
Strong interpersonal skills
Time and self-management skills with the ability to multi-task, organise and prioritise
Analytical and problem
