• Customer Service Centre Agent
  • People finder Career Placements • Cape Town Northern Suburbs
  • Market Related
  • Permanent position in the Call Centre, General, Retail sector
  • Posted by People finder Career Placements on Friday, August 7, 2020 Reference copy-1656912
  • Apply before: Wednesday, October 7, 2020 - 17 Days left

Our client, a leading Retailer, requires the services of a Customer Service Centre Agent to provide telephonic and email support to customers with regards to queries, complaints and product information related to in-store supermarket services in a professional manner. To promote a positive image of the company through telephonic and written interaction.

 

The key performance areas:

Customer Support: 

  • Provide telephonic customer support and respond to emails 
  • Address telephonic complaints and general queries in a professional manner and in line with set standards 
  • Adhere to sound written communication principles 
  • Maintain customer service standards and promote a positive image of the Company 
  • Escalate complaints/enquiries/information to relevant operational level 
  • Ensure complaints/questions are answered/resolved in a reasonable time-frame 
  • Follow-up on customer enquiries and complaints, if applicable Address complaints referred by Social Media Department and provide written and verbal feedback, according to set standards 

Mobile and web product user support: 

  • Maintain up-to-date knowledge on relevant e-product information (e.g. Air Time redemption, mobile coupon redemption, etc.) and address queries accordingly Follow-up on customer complaints. 

Administration: 

  • Log all incoming calls on a Customer Feedback CRM system, according to set guidelines in real time 
  • Ensure all captured information is accurate and complete 
  • Report incidents according to set guidelines 
  • Maintain quality control principles and recommend process improvements 

Customer Service: 

  • Meet client expectations and maintain quality customer service principles 
  • Address customer complaints and provide necessary feedback Adhere to professional telephone etiquette and principles 
  • Maintain confidentiality 

The successful candidate must have:

  • Must have Matric 
  • 3 years’ experience in a consumer complaint resolution environment 
  • 3 years’ experience in an Inbound and outbound call centre 
  • Retail complaints experience would be advantageous
  • 3 years knowledge of world-class customer service principles
  • Excellent verbal and written communication skills – excellent telephone etiquette
  • Excellent reasoning ability
  • Team player, able to relate and network well with people
  • Able to work without supervision
  • Able to work and cope well under pressure and handle setbacks
  • Results driven and able to meet customer expectations
  • A highly pro-active individual
  • Willing to work public holidays and weekends

Please note that only short listed candidates will be contacted.


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