Customer Service Agents Cpt

2 weeks ago


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

Job Purpose:

Are you as passionate about customers as we are?

Do you have strong interpersonal skills, enthusiasm for speaking with people, and a mind for problem-solving? If you love interacting with other people, this is the role for you


Our Customer Care Agents take pride in providing the best customer service support by handling external customer queries and concerns with the highest degree of courtesy and professionalism, to ensure that an excellent standard of service and a high level of customer satisfaction is maintained.

We believe in empowering each individual to develop their own skills and talents to build their own success. Our employees are encouraged to recommend innovative business and operational ideas. We strive to make each employee's journey to success as exciting and engaging as possible.

Duties:

Query Resolution

Enhance the overall customer experience and ensure customer satisfaction and turnaround time on queries

To take inbound calls from customers regarding sales, product queries and complaints and to assist the customers with every request

Offer solutions with the objective of retaining customers, and initiate corrective action as needed

Reporting

Provide accurate feedback from issues arising from inbound calls ensuring first call resolution within service level agreements

Support Team Leaders with various daily reports to networks

Analyse data and report on trends and anomalies within each segment of the business unit

Escalations

Liaise with service providers, networks, and 3rd parties around escalated queries to ensure all queries are resolved within the agreed time frames

Requirements:

Do you have a matric qualification?

Do you have a minimum of 1-year customer care experience within an inbound call centre, or customer care environment?

Great listener, and even greater communicator - does this sound like you?

Are you all about the detail in administration?

Do you know your way around MS. Excel and Word?

Do you have broadband experience (FLTE)?

Working hours: 8am to 5:30pm Monday to Friday and every second Saturday from 8am to 1pm

Salary:
R6500 per month, plus incentives linked to performance KPI's

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