Multimedia Agent

**Query Handling**
- Interpret and resolve queries by providing accurate account, product and / or service related information aligned to the Standard Operating Procedures
- Access various systems as required to resolve queries and / or complaints and accurately update information
- Escalate relevant queries to stakeholders to ensure resolution
- Capture the correct dispositions based on the nature of the query and / or complaint
- Action and resolve queries relating to store maintenance and staff card
- Perform staff card reconciliation functions and attend to associated queries
- Provide a professional customer experience and satisfaction at all times

**Service Level**
- Resolve queries in line with departmental standards, Service Levels and Standard Operating Procedures
- Promptly escalate potential crisis situations to Management
- Action all queries in an efficient, professional and timeous manner that will ensure a positive customer experience

**Quality Assurance**
- Ensure outputs are aligned to departmental Quality Assurance standards and targets
- Adhere to Standard Operating Procedure and departmental templates where relevant

**Adherence**
- Adhere to workforce schedule i.e. start and end time, lunch and body breaks
- Adhere to all Company Policies and Procedures e.g. Absence Management Policy, House Rules, Disciplinary Policy
- Action any other instruction by the team leader from time to time

**Experience**
- Must have 2 years’ contact centre experience, of which 1 year must be in a multi-media, escalations or similar role

**Qaulification**
- Grade 12 or NQF Level 4
- Tertiary level education in Communications, Marketing, or Business Management would be advantageous

**Functional Knowledge and Skills**
- Excellent verbal & written communication skills communication skills
- Customer Focused
- Experience/knowledge of retail account services
- High problem solving skills and ability to work under pressure
- Ability to show empathy and handle customers sensitively
- Ability to be flexible and display strong adaptability skills
- Strong interpersonal skills
- Time and self-management skills with the ability to multi-task, organise and prioritise
- Analytical and problem solving skills
- Microsoft Office