Customer Service Call Centre Agent at BBOXX

Role Brief:

 Make outgoing calls to customers across Bboxx portfolio, in accordance with our aftersales debt management processes; receive incoming calls from customers with technical issues, and make follow up calls to monitor and improve customer satisfaction; carry out other customer interactions as required.

What you can expect to be doing:

• Contact BBOXX customers by phone, and encourage adherence to payment plan
• Handle incoming calls and provide solutions/advice to customers
• Monitor and respond to incoming SMS
• Make follow up calls to increase customer satisfaction and ensure no outstanding issues remain
• Maintain and update customer data in CRM
• Identify and escalate priority issues
• Complete call log
• Follow BBOXX sales and aftersales processes

Description of tasks

• Accurate data entry and navigation of CRM
• Make outgoing calls to customers who are behind on payment plan, and follow up calls to those who have previously contacted with technical issues
• Receive incoming calls from customers with technical issues
• Respond by phone to requests for help or information made through our SMS system
• Escalate customer issues that are not easily solved by telephone
• Make calls in accordance to all relevant sales and aftersales processes

What we are looking for:

• Ideal candidate will be a first-degree holder and should have previous call centre / sales experience
• Excellent verbal communication skills
• Ability to understand and adapt to customer needs
• Excellent data entry skills and attention to detail
• Organization and time management
• Customer Service orientation
• Resilience when faced with stress.
• Positive attitude and energy
• Persuasiveness and problem-solving skills