Back Office Agent

Administration @Grayson Talent

Job Description

Our client is looking for a Back Office Agent. The company offers credit and insurance products to customers of good credit standing in Southern Africa. The ideal candidate for this role will be responsible for resolving customer queries by providing telephonic and electronic query resolution services. You will need to continuously provide an exceptional customer experience with a view to retain and generate business. Verify and confirm all customer details by liaising with various internal and external stakeholders.

Key Responsibilities

Provide an exceptional customer experience:

  • Appropriately manage all customer queries
  • Ensure a polite, friendly, efficient, and professional service is always provided
  • Take responsibility for all calls by ensuring that advice is always given in the customer’s best interests by enhancing customer delight
  • Handle objections appropriately to ensure that positive results are achieved
  • Effectively deal with difficult queries and customers, avoiding formal complaints
  • Improve the customer experience and service delivery by providing excellent customer service

Administration and reporting:

  • Follow Backoffice processes accurately to ensure quality of service delivery
  • Ensure the accurate completion of time sheets daily
  • Ensure all verification documents are completed and approved within the required timeframes
  • Provide daily/weekly/monthly reports as per business requirements

Resolve customer queries effectively and efficiently:

  • Attend to logged customer queries in line with query resolution principles established by the company
  • Contact customers to gain information, provide feedback and follow through on resolving and tracking their queries
  • Contact internal departments and external parties to gain further information or seek solution to customer queries
  • Report issues and variances that affect customer queries to management and other departments, ensuring that unresolved queries are escalated appropriately
  • Improve the customer experience and service delivery by providing excellent verbal and written customer service

Meet operational efficiencies:

  • Meet acceptable query type production levels and query resolution ratios
  • Consistently reach performance targets and standards relating to productivity, adherence, turnaround time and quality
  • Always ensure that any outstanding tasks are up to date
  • Adhere and meet all service level agreements targets
  • Constantly and proactively communicate ways to improve efficiencies in our performance, procedures, and systems
  • Ensure compliance standards and legislative requirements are adhered to and met against agreed quality benchmarks

Adhere to quality standards:

  • Always make sure that the correct information is relayed to customers
  • Acquire and accurately capture all necessary information
  • Ensure that all admin and reporting is conducted timeously and in accordance with required processes and procedures
  • Adhere to policies, procedures and all business standards and requirements

Qualifications & Accreditations

  • Grade 12 / Matric or Equivalent

Experience & Skills

  • Minimum of 2-year Customer Service/Back Office experience
  • Effective communication skills (verbal and written)
  • Must be able to work shifts, weekends and public holidays
  • Clear credit and criminal record
  • Must be competent in MS Office packages (Word, Excel, PowerPoint & Outlook)
  • Effective communication skills (verbal and written)

Attributes & Behaviours

  • Customer focused/centric attitude
  • Performance-driven and results-orientated with a relentless drive to succeed
  • A strong can-do attitude and an energetic positive approach
  • Exceptional attention to detail with a thorough approach to work
  • Excellent listening and interpersonal communication
  • Team player but able to work independently

Competencies Required

Consciously develops self:

  • Strong desire and initiative to develop self
  • Seeks honest feedback from others
  • Develops self-awareness and personal resilience
  • Consistently behaves with integrity

Leads through inspiration:

  • Invests in honest and constructive feedback
  • Dedicated to coaching and mentoring
  • Creates space for others to perform and grow
  • Builds high performing teams and celebrates success

Aims to delight the customer:

  • Is passionate about retail
  • Acts as an ambassador for the home Choice brand
  • Committed to serving the customer
  • Relentlessly seeks out industry best practice

Creative shapes the future:

  • Adapt at anticipating market trends
  • Rewards innovation and drives continuous improvement
  • Crafts compelling strategies and sets clear targets
  • Makes effective decisions and takes accountability

Consistently delivers results:

  • Consistently hits the numbers
  • Keeps raising the par on performance
  • Drives to the root cause of issues
  • Learns from mistakes and accepts no excuses

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