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Customer Service Associate X15

Job Location: Durban

Regional Description: South Africa

Job Number: 00679757

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- Job description

PURPOSE OF JOB:

Provide functional and/or technical support for resolution of customer problems, incidents, issues, requests and queries. Liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner. Ensure proper documentation, notification, escalation, tracking and follow up of all incidents. Primary responsibilities are focused on customer contact, not transaction processing. 

Talent Segment: Business Process Delivery 

MAIN ACTIVITIES / TASKS:


Receives and logs internal and/or external customer problem/request/issue and ensures proper documentation 
Performs customer request/problem identification and follows defined procedures to resolve correctly. Documents troubleshooting efforts and customer information in data capture tool and when required, transfers call or promptly notifies responsible party for resolution 
Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention 
Develops and maintains knowledge of customer and customer specific business environment 
Develops and maintains an understanding of customer Service Level Agreements and department's/product's key performance requirements 
Develops and maintains product knowledge, industry knowledge, and business and professional skills by participating in on-the-role training and classroom training 
Shares information required for the team to be successful 
Demonstrates understanding of the customer's business needs or market and maintains high customer satisfaction ratings 
Develops and maintains knowledge of order entry, incident management and knowledge management tools, client information systems, and service desk procedures 
Seeks opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback 
May promote client products and services by suggesting additional or alternative products to meet customer's needs 
May perform follow up on incidents with customer to ensure customer satisfaction 
May act as the primary knowledge resource for a product/service and use this knowledge to raise process and/or procedure improvement opportunities to supervisor/team lead 
May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction 
May take accountability for effectively handling senior level escalations or customer complaints received via various sources 
May assist with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement 
May complete and resolve non-call customer contact requests received by mail, web or email 
May complete outbound customer contacts to resolve customer issues or recommend products or services, e.g., request bill payment, follow up on customer issues 
May manage the team by resource planning in order to optimise availability, set goals and objectives for each team member and ensure individuals meet their targets 
May deliver new hire training and refresher training, make recommendations for changes and enhancements to existing training content, and assist in design and creation of relevant training material 
 
Ensure proper documentation, notification, escalation, tracking and follow-up

Perform incident notification and escalation to ensure problems/requests/issues are communicated 
Document troubleshooting efforts and customer information in data capture tool and when required, transfer call or promptly notify responsible party for resolution 
May perform follow-up on incidents with customer to ensure customer satisfaction 
May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction 
May take accountability for effectively handling senior-level escalations or customer complaints received via various sources 
 
Liaise with other support teams, or product teams

Develop and maintain product knowledge, industry knowledge, and business and professional skills by participating in on-the-role training and classroom training 
Share information required for the team to be successful 
 

Provide functional and/or technical support

Receive and log internal and/or external customer problem/request/issue and ensure proper documentation 
Perform customer request/problem identification and follow defined procedures to resolve correctly 
Develop and maintain knowledge of customer and customer-specific business environment 
Develop and maintain an understanding of customer Service Level Agreements and department’s/product’s key performance requirements 
 
Role Specific

Complete all training (i.e. on processes, tools and on functional subject of support) 
Take direction and complete simple technical tasks

COMPETENCES AND EXPERIENCE:

Attention to detail
Communication and influence
Performance focus
Planning and organising
Problem solving
6 to 12 months call centre experience 
Sales and customer service experience within a Financial Services orientated call centre environment

EDUCATION:
Matric
CONTRACT TYPE:

PPT
Scheduled as per business needs – any 5 days on and any 2 days off per week
Can be scheduled weekends and public holidays

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