Client Services Agent Jobs recruitment at Mweb in South Africa 2013

Job Title: Client Services Agent

Tracking Number: JHB4312-VM-CCC

Reporting To: Client Services Team Manager

Job Type Classification: Contract

Location – Province: Gauteng

Division: Business

Job Description Main Purpose of the Job:
The Customer Support division centred in Johannesburg currently has a vacancy for a Client Services Agent, who, reporting to the Client Services Team Manager will be responsible to interact with MWEB customers on a daily basis to answer queries, provide technical support, information, resolve issues and with a great focus in RETENTION of existing customers.
To conduct the interaction with customers in the spirit of MWEB’s customer focus, concentrating on resolving the issues, delivering the highest quality service and support, escalating, learning and focusing on root cause of issues

Duties & Responsibilities:
•Deal effectively with incoming/outgoing customer calls and written correspondence providing a consistently high standard of customer experience to all customers.
•Associated processing of work on relevant business systems.
•Maintaining good relationships with clients and with internal contacts.
•Customer retention focus.
•Problem solving and escalation / liaison with internal departments and account managers to effectively resolve customer queries.
•Provide regular and on-going communication to clients on all relevant issues.
•Ensure service level targets for calls and e-mails are met.
•Keep accurate records of customer queries and complaints.
•Accurately enter customer information into IT systems and customer databases.
•To work part of a team to identify barriers and improvements.

Required Skills:
•Strong retention focus.
•Concern for accuracy.
•A willingness to take on responsibility.
•A strong focus on targets on objectives.
•Customer service orientated.
•Strong negotiation and analytical skills.
•Proactively implement solutions.
•Excellent communication skills (written and verbal).
•Careful with attention to details.
•Good problem solving skills.
•Ability to use initiative to resolve problems or queries.
•Good interpersonal skills and ability to work in a team.
•Able to handle irate or difficult customers.
•Resilience.

Qualifications and experience required:
•Minimum 3 years’ experience in a client services environment
•Sound knowledge of the internet industry
•IT literate (MS Packages – Word, Excel) (Outlook, E-mail)
•Experience in liaising with senior individuals

Equity Statement:
We are committed to Employment Equity when recruiting internally and externally. It is company policy to promote from within wherever possible. Therefore, please be aware that internal candidates will be given first preference.

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Deadline: 11 July 2013