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Inbound and Outbound Customer Care Agent

3 months ago

Cape Town, Western Cape, South Africa Surgo HR & Training Full time

PRIMARY PURPOSE OF THE JOB:

Manage all customer engagements across all defined interaction channels and customer interactions to be managed end to end in a professional manner that both meets and exceeds customer expectation

The incumbent will have good knowledge and understanding of all social media channels, WhatsApp and live chat and customer expectations regarding each communication channe l

DELIVERABLE - PERFORMANCE MANAGEMENT SERVICE LEVEL TARGETS

As a Customer Service Agent, you are required to maintain day-to-day delivery, in line with Key Performance Targets and Adhere to the Prescribed Schedule and Rosters while Actioning Escalations

As measured at daily, weekly and monthly intervals, achievement of the following performance metrics is non-negotiable to be successful in this role:

ROLE SPECIFIC REQUIREMENTS:

Assists customers by answering product and service-related questions; suggesting information about other products and services

Managing relevant Loyalty Program information

Maintains customer records by updating case information

Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem expediting correction or adjustment; following up to ensure resolution

Good knowledge and understanding of Customer services

Working experience within a contact centre environment

Maintain client relationships and remain professional in all activities relating to the Customer Experience division

Good knowledge and understanding of all social media channels, WhatsApp and live chat and customer expectations regarding each communication channel

Minimum qualification:
Matric with English pass mark of 70% or more

Salary:
R12 000 to R15 000 pm depending on experience

Working hours:
Rotational shifts Monday to Sunday

Location:
Company is based in Century City (CAPE TOWN)