Customer Service Advisor

2 weeks ago

Cape Town, Western Cape, South Africa Webhelp Full time

Job Advert

If you're highly organised with a critical eye for detail, passionate about sharing knowledge and empowering others, then we need you to join us as a Customer Service Advisor on an innovative campaign in our Cape Town office.


In this role, you'll act as the Subject Matter Expert, where your communication skills will be considered your super power, and problem solving and solution finding will be your secret weapons.


You'll be joining our fun-loving global community of more than 120,000 passionate people who work across 200 locations in over 60 countries delivering exceptional customer experiences for some of the world's leading brands.

Being a people-first company, we put people at the heart of our business, and this is when everything comes alive.

You should be a confident decision maker with and eye and ear for detail to fit this role. We want a people's person who is highly responsible and able to adapt to change.


We're looking for someone who understands what makes customers tick and has a knack for not only identifying problems, but also helping people solve them.

If you're able to effectively share your knowledge and experiences so that others can gain a better understanding then this could be your calling.


What you'll be doing

  • Supporting trainers with new hires through their classroom training
  • In nesting, assess tool usage, contact handling and call center practices such as hold adherence
  • Assessing skill and knowledge throughout the agent Lifecyle
  • Measuring and understand where learners' skills and knowledge are sitting, assessing skill gaps and understand how to fill these
  • Supporting and delivering briefings and debriefings
  • Educating agents on process and product
  • Providing user technical support
  • Reinforcing learning from training for agents in nesting and live
  • Spending agreed amount of time interacting with customers to ensure knowledge of call drivers and customer interactions remains real time
  • Maintaining personal KPI achievement
  • Solving problems for both advisors and customers
  • Identifying briefing and training opportunities
  • Resolving customer queries within operational and client policies and procedures
  • Establishing customer needs to diagnose and resolve problems
  • Using questioning skills to make a judgment on the best solution or action to resolve the customer queries
  • Ensuring timely and accurate resolution of customer problems at the first point of contact within agreed service levels, targets and objectives
  • Promoting client products, services and solutions at all times
  • Escalating to management or the appropriate support where necessary to ensure the customer expectations are met
  • Effectively and accurately utilizing various operating systems simultaneously

What you'll need

  • Matric
  • 12 months' experience working on the telecom campaign (Essential)
  • Excellent command of English language in both verbal and written communication
  • Excellent typing and business writing skills
  • Computer literacy (MS Outlook) with ability to speedily navigate various screens and systems effectively
  • Ability to work shift patterns over 24/7 operational hours
  • Previous SME / Coach / floor walking experience (Advantageous)
  • Clear credit and criminal records
After applying, you will be sent a link to complete a quick online chat.

We don't want you to miss out on the opportunity so please check all of folders for the link after applying.

Take this opportunity advance your career with our collaborative team of game-changers today.

Job Reference:
SA02254

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