Turkish speaking Customer Service Specialist – Cape Town

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Black Pen Recruitment
  • Post Date: October 31, 2018
  • Apply Before: November 30, 2018
Job Overview

Job Summary

  • Determines customer requirements by answering incoming calls and emails from customers/3rd party clients
  • Answer enquiries by clarifying desired information; researching, locating, and providing information to customer using relevant CRM tools at your disposal pertaining to products and services
  • Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; escalating unresolved problems to the correct channels.
  • Upskills on knowledge by participating in training and development opportunities.

Duties and Responsibilities

  • Ensure that all client and internal emails are responded to and where necessary escalated & followed up with relevant 3rd parties within DD SLA (internal & external);
  • Receive clients & internal teams in a professional manner both via email and telephonically
  • Follow communication “scripts” when handling different customer request via telephone and email correspondence.
  • Be second level support for all call centre consultants for irate customers telephonically
  • Problem solve all client queries appropriately with relative solutions and escalate where necessary;
  • Ensure that any urgent matters are brought to the attention of Team Management promptly such as e.g.: IVR /RT errors
  • To be able to assist with non-direct call centre related matters e.g.: translations/IVR recordings RT script amendments
  • Manage refunds as per regional requirement’s and as per refund policy and procedures indicated.
  • Mobile terminating (MT) and Mobile originating (MO) billing extractions using the dedicated CRM tools
  • Refund documentation and procedures followed inclusive of the dates refunds were issued as per finance teams and following up with finance teams if deadlines not adhered too.
  • Proof of subscription request and legal cases and documentation on the process

In the absence of a team leader, it may be required that you:

  • Extract reports on daily/weekly call statistics for the entire call centre, compiling it and sending it to the region accounts managers.
  • To extract and also quality assess/score calls pertaining to call centre KPI’s

Requirements

  • Fluency in Turkish and English
  • Computer literacy (basic office suite)
  • Preferably existing work permit for South Africa

Job Type: Permanent, Part-time / Full-time

Starting date: as soon as possible / 1 December 2018

Salary: 5k for part-time, 10k for full-time

 

Please send your updated CV to foreignlanguagejobs@blackpenrecruitment.com

We’re looking forward to talking to you!

Job Detail
  • Required languageTurkish