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M-KOPA Contact Centre Agent

1 month ago

Randburg, South Africa Adzuna ZA B C2 Full time

Based in Randburg

Shifts between 07:00 am- 20:00 pm

Working from Monday to Monday including public holidays- 45 hours week scheduleÂ

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OVERALL PURPOSE OF JOB:

Process customer service and technical service enquiries through inbound calls and provide end-to-end service.

Main Responsibilities will include but will not be limited to :

  • Must be able to communicate with customers professionally and articulately.

  • Must be able to present benefits/opportunities of the sales or service in an effective manner.

  • Identify and respond to the customer needs from all demographics, delivering a high quality, professional service to these customers.

  • Exercise appropriate soft skills when dealing with difficult customers.

  • Ensure correct listening skills and probing techniques are used to establish relevant information.

  • Be able to effectively communicate with the team leader and team members.

  • To ensure that every day query is logged accordingly.

  • Ensure that customers are informed as to the progress of queries logged but not resolved.

  • Ensure that the customers are called and the resolution is confirmed before queries are closed.

  • Ensure that progress of every query logged is monitor

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KNOWLEDGE AND SKILLS:

  • Good communication skills verbally and written in English.
  • Must be able to display proven computer literacy
  • Able to work under pressure
  • Goal driven
  • Ability to work with little supervision
  • Contact Centre skills training
  • Call handling skills
  • Telephone etiquette skills
  • Understanding of website navigation functionalities, technology savvy
  • 6 months experience in an Outbound sales Contact Centre environment;

EDUCATION, QUALIFICATIONS, EXPERIENCE NECESSARY:

  • Grade 12
  • At least 2 years’ relevant experience, preferably in sales / financial industry / Retail industry .

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MUST HAVE GRADE 12

  • Willing to work shifts (ranging from 07h00am to 20h00pm)

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