Multimedia Agent

**RESPONSIBILITIES**:

- Identify possible webchat errors and report them to management.
- Update trader’s information on the Call centre portal.
- Identify and escalate priority issues to relevant department.
- Follow up on traders/ customer’s chats.
- Being able to report their daily duties on a monthly basis.
- Proven ability to build traders relationships while working independently with mínimal supervision.
- Proactively seeking out information & continuously evaluating and identifying opportunities to drive process improvements that positively impact the experience for our traders.
- Effectively deal with job stress, irate traders, and upset customers.
- Identify and escalate issues to supervisors.
- Assisting with administration tasks.
- Other duties as assigned by management.

**MINIMUM REQUIREMENTS**:

- Matric certificate
- 1-3 years of experience in a call centre environment
- Experience in customer support
- Excellent command of English
- Previous experience in web hosting and Live chat (advantageous)
- The minimum typing speed requirement is 25 words per minute.

**SKILLS & ATTRIBUTES**:
Good comprehension skills
- ability to clearly understand and relate to the issues customers raise. Good composition skills
- ability to compose a grammatically correct, concise, and accurate written response
- Effective problem solving skills
- Ability to approach problems logically
- Ability to demonstrate learning and decision making skills
- Knowledge of customer service principles and practises
- Time management skills

**BEHAVIOURAL SKILLS**:

- Excellent writing and communication skills both verbal and written.
- Strong analytical and comprehension skills
- Excellent data entry and typing skills
- Strategic thinker, innovator and pays attention to details
- Strong organisational and interpersonal skills
- Ability to work under pressure
- Strong client relationship-building skills.
- Knowledge of customer service practices and principles
- Initiative to seek out answers, solutions, and positive outcomes for both the traders and business
- The ability to work in a team environment as well as work independently while making sound decisions.