Contact Centre Representative
1 month ago
Location: Cape Town
Job Type: Full-time
Reports to: Contact Centre Manager & appropriate Director
This is an exciting opportunity to join our team at The Legends Agency as a Contact Centre Agent. We are looking for a highly motivated and customer-focused individual to join our team and contribute to the success of our contact centre operation.
The Contact Centre Agent will serve as the primary point of communication between our company and its customers and prospects. This role involves two key areas: Business Development and Customer Service.
Business Development:
This will involve identifying targets and using provided data to contact them with the objective of booking an appointment for one of our Directors to deal with. A bonus scheme is associated with appointment making and the successful signing of the contract.
Customer Service:
Handle customer inquiries via phone, email, live chat, or social media. Resolve customer complaints in a professional and timely manner. Provide accurate information regarding products, services, and company policies. Maintain records of customer interactions, transactions, and feedback using CRM software. Escalate complex issues to relevant departments or supervisors when necessary. Achieve and maintain service level agreements (SLAs) and quality metrics. Upsell or cross-sell products when appropriate. Stay up-to-date on company policies, procedures, and product/service updates. Conducting customer surveys.
Required Skills and Qualifications:
High school diploma or equivalent (higher education preferred). Proven customer service experience in a contact centre or similar environment. Excellent communication skills, both written and verbal. Strong problem-solving skills and the ability to handle challenging situations. Proficient in CRM systems and other contact centre software. Ability to multitask, prioritise, and manage time efficiently. Strong attention to detail and organisational skills. Team player with a positive attitude and strong work ethic. Flexible schedule, including the ability to work weekends, holidays, and shifts as required.
Preferred Qualifications:
Experience with sales and upselling techniques.
Key Competencies:
Customer focus. Adaptability. Empathy and patience. Attention to detail. Problem-solving. Good time management.
Working Conditions:
This role is office based. Working hours are 09.00 to 17.30 (UK time) Monday to Friday.
Compensation:
Base salary plus performance-based incentives.
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