Job Description
Customer Communication
- Conduct outbound calls and respond to customer requests within the determined SLA
- Achieve the purpose of the call which is to secure a promise to pay for the rejected debit
- Respond to incoming requests for payment arrangements and persuade our customers to make payment
- Explain products and update customer details in computer system (CRM, DB & related systems)
- Provide customers with product and service information via appropriate methods (email and by telephone call)
- Policy amendments and product upgrade/ downgrades and dealing with related queries
- Maintain excellent knowledge of our portfolio of products and services to understand and pre-empt customers’ needs
- Identify opportunities to turn dissatisfied customers into happy customers by resolving relevant queries
- Document customer outcomes to add to our knowledge of reasons why cu...