Urdu Speaking Customer Service Agent

5 months ago

Johannesburg, South Africa Surgo Full time

**Surgo (PTY) Ltd** is a globally recognised, award-winning, Business Process Outsourcer (BPO), specialising in all your business needs. Offering a wide range of services; from Customer Support and CX, HR Outsourcing, Recruitment Outsourcing, Training and Development, IT Outsourcing, and Brand Management. Offering employees, a supportive and engaging working environment, taking pride in our 'people first' approach. We are recruiting for an experienced **Urdu Speaking Customer Service Agent** to join our team based in **Johannesburg**.

**Job Purpose**:
**Requirements**:

- Grade 12
- Well versed in both **Urdu** and** English (Read, Write, Speak)**:

- Clear Criminal Record

**Key responsibilities may include but are not limited to**:

- Answer incoming calls and promptly address customer inquiries.
- Provide customers with comprehensive product and service information.
- Utilise our in-house operating system to identify, investigate, and resolve customer issues.
- Maintain detailed call logs and generate reports as needed.
- Assist frustrated customers and escalate issues to senior agents or team leaders when necessary.
- Consistently uphold personal productivity standards while ensuring adherence to quality benchmarks.
- Perform daily administrative tasks and accurately input essential data into various CRM systems.
- Demonstrate strict adherence to Company policies and practices.
- Review and take action on assigned cases.
- Monitor Average Handling Time to meet established standards.
- Adhere to assigned work schedules, occupancy targets, and workflow monitoring.
- Ensure compliance with Service Level Agreements (SLAs) by completing cases within agreed-upon timeframes.
- Uphold customer service quality standards and align with established business processes.
- Maintain full compliance with applicable business processes, legal requirements, and standard operating procedures.

**Critical Skills/ Competencies**:

- Strong communication skills, both verbal and written, across all organisational levels.
- Proven track record in driving solutions.
- Exceptional problem-solving abilities with a keen eye for accuracy.
- Self-motivated, proactive, and capable of working autonomously.
- Confidence in navigating dynamic work environments.
- Adaptability and agility in approach.
- Demonstrates resilience and a growth mindset.
- Proficient in adapting to evolving situations (adaptive thinking).
- Adept at collaborating effectively within a team.
- Skilled in prioritising tasks and managing workloads efficiently (excellent organisational skills).

**Salary and working hours**:

- Market related, based on the level of experience
- Shift Allowance
- 24/7 Rotational Shifts

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