Location: Umhlanga, KwaZulu-Natal
Date posted: 06 December 2022
Closing date: 20 January 2023
Job type: Full-time / permanent
REFERENCE NUMBER: 726745
Role description
Call Centre Agent:
Taking calls from customers and assisting with queries, billing, technical and applications
Customer service
Role requirement
We are looking for candidates, who are willing to learn and grow, like interacting with others, and show passion for customer servicesHandling customer complaints
Dealing with unhappy customers and handling complaints is one of the core call center representative duties.
To ensure customer satisfaction and deliver exceptional customer service each and every time when dealing with complaining customers, a customer service representative needs to be able to:
Dealing With Complaints → Inbound
Several of the duties of call center agents aren’t necessarily pleasant, including dealing with unhappy customers.
Handling complaints is something agents’ cannot avoid. Yet, there are few steps for how to turn even these situations into an opportunity to improve communication skills.
This brief guide will help to handle even the most difficult customer:
Dive deep into knowledge of people’s behavior: first, an agent needs to identify the type of customers they’re speaking with.
Knowing how to treat a person based on their behavioral pattern makes it much easier to calm her/him down.
Come up with the right questions: This step helps to identify the issue’s true nature. It makes the problem-solving process faster.
Be human: Betting on emotional intelligence and empathy allows agents to sound humble, which results in customers feeling respected.
Provide a clear solution: Angry customers aren’t interested in excuses and overly vague statements. Providing an effective, clear solution is the best way to calm them down.