Contact Center Agent

3 months ago

Cape Town, South Africa Recruitment Matters Africa Full time

Our client is looking for a Contact Center Agent. To provide a focal point for customers, receive and responds to any inquiries or requests for technical assistance from customers. Providing possible solutions, and assigning support actions to other departments where needed.

**Responsibilities**:

- Customer Service
- Remain courteous, tactful, honest, and professional in all communication with other parties.
- Ensure that feedback and follow ups to customers is meaningful and accurate.
- Telephonically and remotely identify, diagnose and resolve all requests to the best of his / her capability
- Assess the need for onsite support against the high cost thereof.
- Recognize and alert the team leader of trends in customer calls.
- Before creating a new support
- or information-request record verify that the same request is not captured already.
- Create the initial record for & accurately capture any reported support
- or information-request in the call-logging software
- Ensure that all auxiliary fields in the call-logging software are completed accurately and updated as further information becomes available (e.g. call-source, contact-details, CI-selection, call categories, severities, etc.)

**Key Skills**:

- Attention to detail,
- Initiatives and Self-motivation,
- Interpersonal relationships,
- Professionalism,
- Good written and verbal Communication skills,
- Good time-management,
- Technical skills,

**Qualifications**:

- Matric
- IT qualifications (A+/N+ or equivalent)
- 1 - 2 Technical Helpdesk experience
- ITIL Foundation V3/Good understanding of ITIL

Ability to commute/relocate:

- Cape Town, Western Cape: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- Cold calling: 1 year (preferred)

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