Customer Service Agent at Digicall Group

At Digicall Group, we challenge ourselves to make it possible for everyone in our world to prosper, thrive and grow. Guided by our values of Bright, Agile and True, we take pride in who we are, we’re inspired by why we’re here, and we believe in what we do. We also enjoy a work environment that motivates, connects, guides, supports, protects, honours and stretches us all to dream big, to be excellent, and to contribute uniquely to our shared success.

ROLE SUMMARY

Customer Service Agent will manage inbound and outbound calls for customer care and fleet services, ensuring a seamless customer experience. The incumbent will be responsible for resolving customer complaints, answering queries, and ensuring the timely completion of all customer care processes. The role requires you to liaise effectively with customers, dealers, and internal teams to resolve issues and provide top-notch customer service. This role is integral to the company’s mission to maintain customer satisfaction and loyalty.

The ideal candidate will be customer-focused, proactive, and capable of managing multiple priorities in a fast-paced environment. Excellent communication skills and problem-solving abilities are essential for success in this role.

If you’re ready to belong to an “open mindset” work culture that promotes continuous learning and improvement, prioritises service excellence, values individuals, and celebrates the people who light up our world, apply now and show us how you’ll shine!

• Handle all inbound and outbound calls related to customer care/Fleet, including facilitating the complete customer care process until resolution.
• Assist with all customer complaints and queries received.
  Maintain a high level of telephone etiquette at all times.
• Live log all customer care cases on the relevant software program.
• Ensure a high standard of detailed information regarding customer care complaints and queries received.
• Attach all e-mails and calls to your case as well as documents.
• Follow up with customers and all other involved parties timeously.
• Ensure customer satisfaction at all times, as far as possible, relating to the issue at hand ensuring resolution.
• Liaise with the relevant specialists in situations where specialized information is required in order to assist customers.
• Refer escalated cases to Management for decision making, when required.
• Provide timeous feedback to customers.
• Ensure the timeous resolution of customer care complaints and query management.
• Liaise/mediate between Dealers and the brand on behalf of customers, when required.
• Ensure a customer satisfaction rating of 90% or above in case management and call quality.
  Ensure adherence to the 48-hour SLA for case resolution, following up where needed.
• Ensure the maximum 3% call abandonment rate is maintained.
  Reach a productivity level of at least 95%.
• Adhere to all Company and client policies, procedures, and processes.
• Provide an outsourcing service to the client (one of the top OEM brands in South Africa).
• Assist with any ad-hoc duties as requested by your Supervisor or Manager.

Digicall offers a range of core and value-added benefits to equip and empower you to live your best life.

You will benefit from support and assistance that offers you choices and gives you peace of mind, including medical cover, provident fund, funeral   cover, long service awards, and learnerships and bursaries.

Through our employee wellness and recognition programmes, we foster a workplace where every individual is supported, celebrated, and empowered to shine.

CLICK HERE TO APPLY