Concierge Agent

**RC DUTIES & RESPONSIBILITIES**:

- To meet the set standards of productivity and quality in the department to achieve set KPIs and financial targets.
- To provide superior customer service across all communication channels.
- To have an in-depth knowledge of the Retail Capital products to enable you to impart this information to all customers online as well as telephonically.
- Good understanding of company rules and policies.
- To actively engage with stakeholders to ensure that all requests from customers are managed accurately and timeously.
- To accurately, and with a high level of customer service in mind, relay positive and negative decisions to clients.
- Dealing with requests from new or existing customers.
- Contribute to a positive team and working environment.
- Provide detailed feedback gained from customer conversations.

**REQUIREMENTS & KEY SKILLS**:

- Ability to work with strict turn-around times ensuring a superior customer experience.
- High level of attention to detail.
- A strong attendance, reliability and punctuality record.
- A strong work ethic and proven track record of being proactive and using initiative.
- A Be pro-active in planning and organising daily tasks (understanding and meeting turn-around time targets).
- A clear understanding and proven delivery of customer service and sales.
- A positive and flexible approach, ready and willing to do anything to get the job done.
- Ability to deal with difficult customers and situations in a professional and customer-service focused manner
- Driven, self-aware and committed to making a success.
- Demonstrates strong interpersonal and team working skills, able to communicate successfully with a wide variety of people across all levels of the business (Operations, E-commerce Managers and Executives).
- Ability to work independently and as part of a team, pre-empting and problem-solving issues as needed.
- Possesses excellent time management to be able to multi-task and prioritise tasks effectively.

**BASIC QUALIFICATIONS**:

- Minimum Matric
- Chatbot experience essential
- 3-5 Years Call Centre experience
- 1-2 Years E-commerce experience
- 2-3 years Customer Service experience
- Financial services experience (advantageous) - job related knowledge & skills
- Microsoft Office, with proven Excel skills
- Advanced business writing skills
- Advanced conversational skills
- Typing skills (minimum 30 words per minute)
- High level of sales skills
- Creative, innovative and resourceful thinking
- Comfortable navigating and providing online support where required

**Job Type**: Temporary

**Salary**: R8,000.00 - R9,000.00 per month

COVID-19 considerations:
All employees must be fully vaccinated.

Ability to commute/relocate:

- Woodstock, Western Cape: Reliably commute or planning to relocate before starting work (required)

Application Question(s):

- Are you willing to do shift work? (UK hours or weekends, no more than the standard 45 hours a week)
- Do you have wifi set up at home?
- What are your salary expectations?

**Education**:

- High School (matric) (required)

**Experience**:

- Call Centre: 3 years (required)
- Customer Service: 2 years (required)
- Sales (Hard or Soft): 1 year (required)
- Financial Services: 1 year (preferred)
- E-Commerce: 1 year (preferred)

**Language**:

- English (required)