Job Description

Receives general inbound customer calls in a contact center environment typically on a single product and or proposition. Provides high quality service to achieve maximum customer satisfaction by resolving the customer query at first contact where possible. Listens to the customer and establishes needs to offer relevant products. Takes ownership and initiative to complete necessary research and customer follow up or direct the customer to the appropriate department for resolution. Responsible for achieving individual targets and /or sales goals whilst maintaining quality and compliance.

Principal Accountabilities: Key activities and decision making areas

Typical Targets and Measures

Impact on the Business

Answers (or makes) phone calls from our House Of Cocoa customers in a polite and friendly way, instilling customer confidence and resolving customer’s issues at first contact where possible.

Delivers what is promised in line with customer expectations

Offers value added products and services based on customer needs analysis and ensures customer understanding of those products

Individual service, quality and sales targets through proactively introducing customers to new and value adding products and services that meets their needs

Targets on efficiency, quality and effectiveness

Adherence to documented policies and procedures

Customers / Stakeholders

Provides excellent customer service to basic inbound customer calls by keeping up to date on training and internal communications

Generating customer loyalty through strong knowledge of key products and services

Owns and resolves issues and understands how and when to escalate

Quality monitoring scores

Direct customer feedback via complaints, compliments and customer satisfaction surveys

Completion of required training and accreditation

Number of calls that lead to offering value added products and services through conversations with customers, incorporating needs analysis, building rapport, and overcoming objections