Customer Service Representative

4 weeks ago

Cape Town, Western Cape, South Africa The Legends Agency Full time

About the Role:

The Legends Agency is seeking a skilled Contact Centre Agent to join our team. As a contact centre agent, you will be the primary point of communication between our company and our customers and prospects. Your role will involve working across two key areas:

Business Development:

  • Identify targets using provided data and contact them with the objective of booking an appointment for one of our Directors to deal with.
  • Participate in a bonus scheme 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 our 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 our products when appropriate.
  • Stay up-to-date on our company policies, procedures, and product/service updates.
  • Conduct customer surveys.

Requirements:

  • 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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