Customer Service Agent Office Based Cape Town

2 weeks ago


Cape Town, Western Cape, South Africa Surgo HR & Training Full time
Customer Service Agent / Virtual Receptionist - Office Based in Cape Town


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.

3500 companies nationwide.

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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