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Customer Service Agent

4 months ago

Sandton, South Africa JD Group Full time

Introduction
JD Group is looking for a dynamic individual to join the Customer Resolution Centre team.

The individual will be required to effectively manage, resolve and escalate customer queries in all communication channels to ensure delivery of a differentiated customer experience.


Description

  • Current knowledge of best practices for Customer Services in a retail environment
  • General Understanding of CPA (Customer Protection Act)
  • Knowledge of JD Group policies, practices, processes and systems
  • Knowledge of CRM systems and practices
  • Social Media Proficiency
  • MS Proficiency
  • Understanding of the JD Group operating model and value chain
  • Express and implied ethical responsibilities

Minimum requirements

  • Grade 1
  • Oneyear experience in Customer Resolution Centre/Customer Service
  • Tertiary qualification advantageous

SKILLS

  • Strong written and verbal communication skills
  • Personal Resilience
  • Multitasking
  • Effective Time Management
  • Interpersonal Skills
  • Active Listening and Interpretation skills
  • Conflict Management
  • Ability to work under pressure

BEHAVIOURS

  • Energy and Drive
  • Customer Orientation
  • Problem Solving
  • Planning and Prioritising
  • Assertiveness
  • Excellence Orientation
  • Following Instructions and Procedures
  • Attention to detail
  • Working with People
  • Delivering Results and Meeting Customer Expectations