Sales and Customer Service Agent

3 weeks ago

Randburg, South Africa Afrizan People Intelligence (PTY) LTD Full time

**Exciting Opportunity as a Customer Service Agent**

Are you ready to join a dynamic team and provide exceptional customer service to our valued customers? We are seeking passionate individuals to become Customer Service Agents and be part of our vision. As a Customer Service Agent, you will play a crucial role in delivering outstanding service to both internal and external customers through telephone and written correspondence.

**Duties and Responsibilities**:

- Embody and promote our company's Vision, Values, and People Promise in all interactions.
- Provide effective customer service by handling inquiries, resolving issues, and addressing customer needs promptly and accurately.
- Capture all relevant data related to customer interactions efficiently and accurately.
- Adhere to business policies, procedures, and processes.
- Resolve customer queries within the agreed Service Level Agreement (SLA) for the department.
- Liaise and coordinate with internal and external stakeholders to ensure seamless customer experiences.
- Offer solution-based approaches tailored to individual customer needs.
- Respond to customers in a manner consistent with our company's service standards, aiming to delight and surprise them.
- Ensure follow-up actions are completed when necessary, providing feedback to customers and ensuring full query resolution.
- Maintain professional communication to achieve the best outcomes for the business and customers.
- Collaborate with leaders from other departments to meet business objectives and deliver desired outcomes.
- Handle customer queries and complaints competently, efficiently, and professionally, adhering to quality and performance standards while aligning with our company's culture and values.

**Key Performance Indicators (KPIs)**:

- Customer Satisfaction (CSAT): Measure customer satisfaction levels with the service provided.
- Productivity Adherence: Maintain productivity levels according to defined metrics and guidelines.
- Quality Assurance & Compliance: Adhere to quality standards and comply with established processes and procedures.

**Experience & Qualifications**:

- Matric qualification or equivalent.
- Up to 3 years of experience in a contact center as an agent or in a similar role.
- Proficiency in English, including conversational, reading, and comprehension skills.
- Excellent communication and interpersonal skills.
- Resilience to handle customer rejection.

**Salary**:

- R7000 Basic

Join our team and embark on a fulfilling career journey where you can make a difference in our customers' lives. We offer a supportive and engaging work environment that encourages personal and professional growth.

**Salary**: From R7,000.00 per month

Ability to commute/relocate:

- Randburg, Gauteng: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- Customer service: 3 years (required)
- Sales: 2 years (required)

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