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.

Responsibilities

•  Deliver first class service by accurately assessing and responding to customer needs, using sound judgment when recommending appropriate solutions.
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•  To fulfil customer requests, respond to inquiries/complaints, demonstrating due attention to customer care and a professional approach at all times.
•  Respond to complex customer inquiries and complaints in a highly informed, accurate and responsible manner in accordance to resources provided.
•  Accurately complete appropriate documentation for each interaction, and wrap up by inputting data for call history, sending messages to appropriate third parties when required, and/or initiating the necessary customer fulfilment.
•  Remain current on program and product information by being committed to continuous learning.
•  Maintain strict confidentiality at all times and adhere to legislation and service guidelines on the use of data.

Requirements

•  Matric / NQF Level 4 qualification.
•  6 months customer service experience required.
•  Strong command of the English language.
•  Able and willing to work rotational shifts.
•  8 Hour shift including 1 hour lunch break (8-hour productive shift).
•  Saturday, Sunday and Public Holiday.
•  5-DAY SHIFT ROTATION (8am to 8:30pm) within those parameters.
•  Demonstrated passion for customer satisfaction excellence and prior experience in an International Call Centre.
•  Interactive customer service environment required.
•  Related experience in the food and/or retail industry considered an asset.
•  Strong and developed oral and written communication skills, including typing, spelling and grammar.
•  Demonstrated ability to implement change efforts.
•  Ability to learn new skills/concepts and apply this knowledge quickly and accurately.
•  Advanced knowledge of PC’s and familiarity with system navigation.
•  Positive attitude and demonstrated ability to get along with others.
•  Professional, empathetic and naturally caring conversational style.
•  Display tact and diplomacy in handling all levels of customer interaction.
•  Ability to resolve complex, and often sensitive customer complaints/inquiries in a professional manner in accordance with company policies and procedures, values and best practice.
•  Ability to work all required shifts.