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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service and communication skills, with a focus on first-call resolution and the ability to analyze performance metrics. Proficient in Microsoft Excel and CRM systems, with a continuous improvement mindset to enhance member experience.
Highest-signal resume keywords
Customer Service SkillsMicrosoft Excel ProficiencyCRM System ExperienceProblem-Solving AbilitiesCommunication Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Microsoft ExcelData AnalysisPivot TablesVLOOKUP/XLOOKUPConditional FormattingBasic FormulasData ValidationCharts and GraphsCRM SystemsCustomer Management
Soft Skills
EmpathyProfessionalismActive ListeningTime ManagementOrganizational Skills
Tools & Technologies
Microsoft Office SuiteTeamsSharePointCollaboration Tools
Certifications & Qualifications
Matric / Grade 12 CertificateClear Criminal Record
Industry Keywords
Customer ExperienceCall HandlingVoice of the CustomerNPSRoot Cause AnalysisMember Experience DesignFriction-Point EliminationAutomationInformation SecurityData Privacy
About the role
Key responsibilities & impact- Advocate world-class customer experience to front-liners and support program members
- Coach and train front-liners on customer experience soft skills
- Enable front-liners to connect better with Members and demonstrate excellent call handling
- Follow established procedures on every interaction regardless of the represented Tier
- Understand the impact of tool usage on interaction outcomes
- Listen to previous-day detractors and neutrals in the client environment from advocates assigned under partnered AMs
- Identify call trends related to customer experience, knowledge, willingness, and tool usage
- Leverage voice of the customer, NPS, root cause analysis, storytelling, call listening, member experience design, friction-point elimination and recognition, and automation/optimization opportunities
- Empower organizational stakeholders to raise opportunities for improving member experience
- Understand department, segment, and organizational strategy and operating objectives
Requirements
What you’ll need- Strong customer service and communication skills
- Ability to demonstrate empathy, professionalism, and active listening
- Strong problem-solving and critical-thinking abilities
- Ownership mindset with a focus on first-call resolution
- Excellent verbal and written communication skills
- Ability to multitask while maintaining customer engagement
- Intermediate to Advanced Microsoft Excel skills
- Ability to create and manage spreadsheets and reports
- Experience with Pivot Tables, VLOOKUP/XLOOKUP, Conditional Formatting, Data Validation, Charts and Graphs, Basic Formulas and Functions, and Data Analysis and Reporting
- Ability to interpret performance metrics and trends
- Strong computer literacy and system navigation
- Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)
- Ability to troubleshoot basic technical issues
- Experience working with CRM systems and customer management platforms
- Understanding of data privacy and information security practices
- Ability to work across multiple applications simultaneously
- Familiarity with Teams, SharePoint, and other collaboration tools
- Matric / Grade 12 Certificate
- Must have a clear criminal record
- Previous customer service or contact center experience preferred
- Ability to work in a fast-paced environment
- Strong time management and organizational skills
- Continuous improvement mindset
- Ability to work independently and collaboratively within a team