Job Description

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LiquidCapital Division is a world leader in its field of specialisation offering a variety of financial products for motor vehicles. LiquidCapital Division aims to creatively solve problems and add value to people by ensuring Mobility for Good.



LiquidCapital Division forms part of the Motus Group, a leading JSE listed Company in the Automotive Industry where performance is driven by three keystones, 1. Leaders, 2. Innovation & 3. Customer Champions.




We are looking for a Customer Satisfaction Index (CSI) Survey Agent to join our dynamic and hardworking Customer Satisfaction Index team.



The success candidate will be accountable for making individual and team targets in the outbound call centre. The Individual will need contact customers daily to determine the level of customer satisfaction within a particular market. The CSI Survey Agent will be responsible for the accuracy of data retrieved and for the adherence to client service level agreement, ensure data quality by accurately capturing client details and survey responses and be flexible in doing what is necessary to successfully complete assigned tasks.



The successful candidate will report directly to the CSI Manager.

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Position Overview

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Specific Role Responsibilities

Conducting interviews telephonically and accurately capturing client responses on the interviewing system or other proposed medium Taking responsibility for assigned work in any given campaign or project run by the department Maintaining productivity by ensuring a minimum talk time of 4.5 hours Maintaining productivity by completing a minimum of 32 successful interviews The agent needs to be concerned with call quality The agent needs to be determined to reach the best possible success rate The agent needs to achieve 100% of the individual target and contribute considerably to ensure the team achieves its target Log and escalate complaints promptly when called upon to do so Managing daily calls required in order to make individual and department target Managing data in the best interests of the business and maintaining productivity by ensuring that all data records received for the day have been used successfully Adhere to department policies and procedures such as house rules, use of equipment, stats tools, and other resources to ensure optimal productivity
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Qualifications and Experience

Grade 12 /Matric Minimum 1 -2 years' experience in an outbound call centre environment Formal Customer Service Training Motor Industry experience would be an advantage Computer literate - Must be familiar with CATI software Customer Satisfaction Index experience would be an advantage
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Skills and Personal Attributes

Excellent communication (verbal and written) - Good command of the English language Ability to accurately assess customer needs and potential, identify and deal with objections that may arise Confident and assertive Excellent telephone skills with professional telephone manner and the capability to communicate with enthusiasm and drive Must be natural, motivated, empathetic and have high regard for quality on calls Be able to focus on customer satisfaction Must show initiative Passion for speaking to customers Target, deadline and incentive driven Ability to Multi-task Excellent time management Good planning capabilities Accuracy and Good attention to detail Team Player Ability to deliver under pressure * Own and live up to company values