Skills
Answering Telephones; Office Etiquette; Online Sales; Microsoft Office; Global Customer Service; Telemarketing; Business Sales; Microsoft Applications; Telephone Interviews; Customer Service; Live Chat Support; Email Etiquette; Telephone Customer Service
About
To handle all inbound and outbound calls related to customer care/Fleet, including facilitating the complete customer care process until resolution.
To assist with all customer complaints and queries received .
To maintain a high level of telephone etiquette at all times.
To live log all customer care cases on the relevant software program.
To ensure a high standard of detailed information regarding customer care complaints and queries received.
To attach all e-mails and calls to your case as well as documents.
To follow up with customers and all other involved parties timeously.
To ensure customer satisfaction at all times, as far as possible, relating to the issue at hand ensuring resolution.
Provided support, answering questions, and resolving issues that may arise with clients' accounts or services.
Schedule service calls and followed up with customers/clients.
Provide first-level customer service regarding inquiries about product/account/usage and applications.
Identify debtors: Find customers with outstanding debts and follow up on allocated accounts
Contact debtors: Contact customers to discuss their payment status and negotiate payment plans
Track payments: Track inbound and outbound calls, and keep detailed notes on conversations
Resolve issues: Investigate discrepancies and respond to customer questions, complaints, and inquiries
Create payment plans: Negotiate payment terms and schedules, and offer customer-friendly payment options
Update records: Remove settled debts and deceased individuals from records, and update credit files when debts are satisfied
Ensured that calls are answered timeously, handled efficiently, politely and professionally.
Ensured careful attention was paid to the information being provided by the caller.
Provided accurate information/instructions to the caller, if required.
Carefully listened to the caller for accurate understanding of the call.
Accurately comprehend the information that has been provided.
Ensured the confidentiality of the information relating to the call.
Preparation of Reports (as required) and accurate record keeping.
Accurately capture the details received from the call.
Produce professional and detailed reports.
Assume responsibility for accuracy, and completeness of all tip-off reports.
Evaluate urgency & sensitivity of information received from callers' and demonstrate sound judgement in prioritising and escalation of the matter.
Adherence to all controls implemented to protect confidentiality of information provided and anonymity of whistleblower
General administration.
Follow correct procedures.
Provide assistance where required.
Research debtors to find new addresses and other contact information
Negotiate payment plans and partial payments
Manage multiple accounts and keep track of outstanding debts
Follow up with customers to ensure payments are made
Update credit files when debts are paid
Begin legal proceedings if debts can't be settled
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