Customer Service Representative - CPT - Table View
Lobster Ink
Who we are? We are Lobster Ink - a solutions company that helps some of the world's most influential businesses navigate transformative change. Because people ultimately drive change, we develop training solutions that build their capability. Our global team of 220 Lobsters design award-winning digital products and produce recognised training content that provides 1 million people across 200 countries with the practical skills and knowledge needed to be great at what they do. We are brave, caring, tenacious, inventive and unconventional. We work with the biggest names in hospitality - our client list includes the likes of Marriott International, Hilton Worldwide, Waitrose and Partners and Dubai Tourism. We're also proud to be part of Ecolab, the global leader in water, hygiene and energy technologies and services. As our client list grows, so does our need for exceptional individuals to join our teams in Amsterdam, Cape Town, Washington and the world. This is where you come in. Purpose of the role: The Customer Service Agent is responsible for identifying and resolving internal and external customer queries. This is achieved by investigating and troubleshooting issues, using the available resources, systems, and applications. When interacting with customers via email or telephonically, internally, and externally, focus on delivering quality customer-centric solutions while providing customer service excellence. Additional responsibilities will include Lead Qualification as a Customer Marketing Representative, converting prospects into paying customers and assisting the Finance team with debt collection and invoicing. Responsibilities: Key Responsibilities Customer Service Desk: Provide customer service excellence. Respond to queries timeously. Resolve queries according as per agreed KPIs (Key Performance Indicators) benchmarks. Provide relevant solutions to customer queries. Investigate, identify and resolve customer queries using available systems or by sourcing relevant information in a timely manner, to ensure resolution. Escalate relevant queries through the correct channels, when necessary, based on investigation. Provide clear, relevant, and sufficient information when escalating queries, to ensure an efficient resolution. Keep up to date with issues and updates affecting customers. Ensure team standards are met by achieving individual SLA's & quality benchmarks. Customer Marketing Respond and qualify inbound leads as per the KPI (Key Performance Indicators) benchmarks. Qualify inbound leads as per the qualifying criteria. Assign inbound leads to the relevant sales representative using the correct channels. Ensure inbound lead handoff quality by assessing the quality of information documented and passed on to the sales team. Disqualify inbound leads based on the qualifying criteria. Follow up with leads timeously. Provide clear and relevant information. Source outbound leads from target lists provided, and other resources tools. Qualify outbound leads as per the qualifying criteria. Assign outbound leads to the relevant sales representative using the correct channels. Ensure outbound lead handoff quality by assessing the quality of information documented and passed on to the sales team. Ensure team standards are met by achieving individual quality benchmarks. Debt Collection Assist the Finance team with tasks /assignments relating to invoicing. Assist the Finance team with the collection of outstanding invoices. Contact debtors telephonically or via email. Ensure correct and relevant information is communicated to debtors about outstanding invoices. Make use of available resources and systems to ensure relevance and accuracy of information communicated with debtors. Ensure team standards are met by achieving individual quality benchmarks. Required Competencies (knowledge, skills, ability): Skills: Attention to detail Collaborative Communication Creative / Inventive Critical thinker Interpersonal skills Proactive Problem solving ability Quality orientation Proficient writing Proficient in English Solution driven Ability: Willingness to communicate with others. Effective questioning. Demonstrates active listening. Communicates in a positive manner. Demonstrated effective investigation and troubleshooting when working towards a resolution Good comprehension skills Clearly understands issues presented and able to offer exceptional service and resolutions Minimum experience required: 2 - 3 years' experience, in Customer/ Client Services or Technology environment Minimum qualifications/education: Matric Customer Service-Related Achievement (Advantageous) Work conditions (Travel requirements/Physical demands): Required to work from the company's office 4 days a week, Monday - Thursday, during the scheduled shift times or as otherwise communicated by the Department Manager / Operations Manager. Disclaimer: This is provided for informational purposes and serves as a general guideline for the role. It is not intended to be an exhaustive or all-encompassing list of job-related responsibilities, duties, skills, efforts, requirements, or working conditions. The actual duties and responsibilities of the position may vary based on evolving business needs, organizational changes, or other factors. Management reserves the right to modify, amend, or update the job description at any time. Such revisions may include the addition of new job-related duties or reassignment of responsibilities within the employee's scope of practice. Furthermore, this job description does not constitute a contractual agreement of employment. Together we remain humble but never the same. Distinctly Lobster.
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