We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!
Customer Care Consultant
Reporting to: Team Lead
A SNAPSHOT OF YOUR ROLE
We’re an outsourcing provider with a difference—offering clients flexible engagement models backed by our solid suite of shared support services. As a Customer Care Consultant, your role is vital in keeping our customers happy and contributing to our organization’s growth and success.
Customer Care Consultants are the first point of contact to deal with existing or potential customers’ enquiries. The role is required to establish effective relationships with the customer by gaining trust and respect and in turn generating customer information in order to deliver a solution
You’re the genie that fulfils our clients and customer’s needs. You’ll represent the account and interact with clients, brokers, and other parties through emails and calls and ensure their services- are addressed in a timely and efficient manner. You use analysis, focus, and patience, coupled with product knowledge to effectively execute what is required. Your day could see you:
Provide a first class customer service experience to our clients.
Providing smart, effective and efficient service to customers.
Act quickly and decisively in determining customer needs.
Promote the campaign as a leading Energy provider by delivering quality customer service to new and existing Simply customers.
Respond to enquiries about gas and electricity (depending on geographic location) and various client promotional offers.
Identify sales opportunities, up selling and cross selling of products to new and existing customers.
Address complaints or fault inquiries and transferring calls as required to appropriate personnel in order to achieve a positive customer outcome.
Comply with all Quality requirements and scripting at all times.
Ensure all privacy requirements are adhered to accurately enter all data including relevant and appropriate notations on customer files.
Implement and observe all Acquire BPO conditions of employment and policy guidelines (with particular regard to personal conduct, presentation, behaviour).
Commitment to maintain all company workplace health and safety procedures.
Perform various duties and projects as allocated by the Team Leader or members of Management.
Contribute to an effective monthly one-on-one progress review with the Team Leader.
Respond to Performance Improvement Plan stipulations and any coaching requirements.
Actively participate in team and department activities.
A BIT ABOUT YOU
Excellent in customer service.
Previous experience in a customer service environment is mandatory.
Sales background, ideally in a Contact Centre environment.
High level of literacy and numerical skills.
Ability to effectively use computers and IT systems.
Clear and Effective communication skills.
Sales and Negotiation skills.
Ability to work under pressure and maintain a positive attitude.
Able to manage time effectively, works with a sense of urgency whilst maintaining attention to detail.
Relates well to all kinds of people, able to build rapport and out people at ease.
Results orientated with the ability to meet targets.
WHAT SUCCESS LOOKS LIKE
High customer satisfaction.
Exceeding/on target scorecard rating.
Exceeds accuracy goal.
Meeting settlement deadlines.
WHAT WE VALUE
We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values:
- Collaboration: Brilliant jerks can be brilliant elsewhere.
- Impact: Do, get it done, create impact.
- Passion: Be positive, bring passion and energy.
- Transparency: A transparent team can help each with other.
Join the A-Team and experience the A-Life!
