Job Description
Optimi is looking for self-driven individual with excellent customer service skills to join our rapidly growing company in the Client Engagement Team. Successful candidate must be an exceptional team players with a positive outlook and strong communication and interpersonal skills.
REQUIREMENTS
Grade 12.
Certificate in Client Services or similar.
1 year of Client Services/Call Centre experience.
A customer service-oriented attitude.
Familiarity with Microsoft Office suite (Word, Excel)
Ticketing system: Zoho Desk/similar.
Proficiency in English and one other South African language.
DUTIES
Be professional at all times and ensure customer satisfaction is maintained and takes the highest priority.
Provide professional customer support by communicating with customers through various channels.
Focusing on first-call resolutions and escalating issues to the manager.
Be adaptable to different types of clients and scenarios, such as assisting clients who require support in person.
Willingness to work overtime/weekends when required.
Maintain in-depth product knowledge and educate customers about our products.
Monitor and approve client postings to Facebook as per the guidelines provided.
Manage transferred and escalated enquiries through the management enquiry system and give feedback to clients.
Respond to client queries efficiently and effectively.
Always stay up to date in terms of CAMI.
Handle all tickets in line with SOP for the ticketing system (Zoho Desk).
Assist colleagues with overflow work.
Strong attention to detail and ability to follow procedures and processes.
Meet required quality assurance, call handling, and ticket management targets.