Description

As a Call Centre Agent (Customer Service Representative), you will be a leading Brand Ambassador serving as the first point of contact for customers. We are looking for candidates who have a keen interest in solving customer issues and answering questions while being committed to delivering exceptional customer service in a caring and considerate manner. In short, we are looking for a commitment to make every customer interaction enjoyable!

Responsibilities

•  Ensures all oral and written communication, including email, consistently demonstrates a professional and friendly tone, maintaining faultless grammar and spelling standards (where applicable).
•  Offers a solution-based approach to all customer interactions tailored to the needs of the individual customer.
•  Responds to all customers with willingness and appropriate tone and language
•  Ensures follow-up action is taken when necessary and provides feedback to the customer.
•  Ensures own product, system, process and policy knowledge is current.
•  Adheres to scheduled shifts, rostered start times, end times, break times and any scheduled activities.
•  Is available to manage all customer interactions as rostered within parameters, inclusive of calls, emails and other tasks.
•  Takes care to ensure own safety and health at work, and to avoid adversely affecting the safety or health of any other person at work.
•  Brings any out-of-line situations to the attention of management, including equipment failure.
•  Captures all customer details and data relevant to the call or service intervention efficiently and accurately.
•  Adheres to all Call Centre Policies, Procedures, Codes of Conduct and legislative requirements
•  Resolves all customer queries within acceptable time frames
•  In a sales environment, to meet and exceed sales, productivity and customer satisfaction targets, as well as any other performance target.

Requirements

•  Matric/NQF equivalent.
•  6 months Contact Centre experience or 6 months customer service experience.
•  Able and willing to work rotational shifts.
•  General understanding of the NCA.
•  Valid driver’s license (advantageous).

Skills & Competencies

•  Navigation of a PC & Windows application.
•  MS Excel & Outlook Numeracy – addition & subtraction, formula for calculating %.
•  Fluent in English and another official South African language preferably Afrikaans, isiZulu, seSotho.