Customer Service Agent Office Based Cape Town
2 weeks ago
Surgo (PTY) Ltd, a global award winner in the BPO industry, has partnered with a Live Answering Service provider based in the USA contracted to approx.
Boasting 45+ years of experience as a third-generation family business, they built a strong business culture that is centered around people, with many relationships lasting more than 20 years.
Application Criteria:
Appointed on a Fixed Term / Long Term Project Based Contract
Job Purpose:
As a trained customer service professional you will be required to perform a personalised service with lead intakes, scheduling of appointments, transferring of calls, or the relaying of messages directly to clients.
The successful incumbent will be required to deliver a high quality customer care service / virtual receptionist function on a reliable and accurate manner at all times.
Requirements:
Grade 12
Tertiary qualification in related fields below will be advantageous
1 to 2 years' experience in a call center or heavy call volume role, OR
3 years' experience in a professional/administrative role with light call volume, OR
3 years' experience in a heavy customer-facing role as a Manager, Supervisor, or Team Lead
Well versed in English (Read, Write, Speak)
Well versed in Spanish (Read, Write, Speak) a definite plus
Tech Savvy and fully competent in Microsoft Office packages
Clear criminal record
SA ID / Valid Work Permit (if applicable)
Ability to work USA working hours/Rotational shifts - night shift
Driver's License:
Code 08 and own reliable transport (Advantageous)
Key Performance Areas (but not limited to):
Adhere to Answering Service Care's call-handling expectations, accurately completing over 200+ calls per day, limiting personal bias while answering calls professionally
Create exceptional caller experiences that delight and WOW by seeking opportunities to make meaningful connections with customers and callers
Maintain accuracy, mindfulness, and a strong attention to detail in written communication
Cross "T's" and dot "I's," use proper spelling, grammar, and logical message composition
Communicate professionally and with personality
Multi-task in a fast-paced, technology-rich environment
Precisely and consistently follow call-handling instructions on every call
Provide detailed, accurate notes and messages from callers, and take ownership of mistakes when they happen
Adhere to role metrics and call handling expectations in support of dept. KPI's
Working hours:
Monday to Sunday (Rotational Shifts 24/- post training)
First three months training / coaching, 7pm - 4am (Monday to Friday)
Salary:
Market related
Position Location:
Milnerton and surrounds (Cape Town)
Application Instructions:
2) Select vacancy " Customer Service Agent Office Based Cape Town "
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