Contact Centre Agent

**Job Purpose** To manage a customer base that consist of both prospective and existing customers, ensuring standards are met to help drive customer loyalty, and support continued sales.

**Manage contact on telephone and various channels received in the CRM system.**

1. Reduce the number of abandoned calls.
2. Maintain the agreed upon service levels for all communication channels managed inside and outside of the Freshdesk CRM environment.
3. Maintain the agreed upon handling time for contacts received in the Freshdesk CRM.
4. Correct completion of customer information and clear explanation of complaints and enquiries in Freshdesk CRM.
5. Assist leasing team with tenant retention where notice of cancellation is received by contacting the tenant to ensure that they have been assisted in all areas and determine the reason for their vacate.

**Deliver Customer Satisfaction.**

2. Knowledge of the business to assist tenant or prospective tenant with enquiry submitted, via any of the communication channels, with correct information.
3. Deal with irate customers professionally and calmly.
4. Ensure effective telephone communication.
5. Transfer calls, take messages, and handle call backs in an effective manner.
6. Increase customers understanding of procedures.
7. Ensure clear communication between Departments and the customers to increase customer satisfaction.
8. Build positive relationships with customers over the various communication channels.
9. Control telephone calls effectively.
10. Ensure that service delivery is continuously improved in ways that meet the needs of the customer.

**Working conditions**:
Office Based with no travelling required.

**Qualifications & Experience**:
***1. Matric qualification required.
2. 1- 2 years’ experience in a contact centre required.
3. 1 -2 years’ experience in customer service required.

**Skills & Knowledge Required**:
1. MS Office Skills required
a. MS Word - Basic
b. MS Excel - Basic
c. MS Outlook - Basic
2. Good data entry and typing skills required.
3. Proficiency in English language required.
4. Basic knowledge of MDA preferred.
5. Intermediate knowledge in Freshdesk preferred.
6. Knowledge of City Property business processes is preferred.
7. Knowledge of customer service principles and practices preferred.
8. Knowledge of call center telephony and technology preferred.
9. Knowledge of administration processes preferred.

**Personal **Attributes**:
1. **Problem solving **- find solutions when emotions are involved.
2. **Interpersonal relationships** - building mutually satisfying relationships.
3. **Empathy** - understanding & appreciating how others feel.
4. **Independence** - be self-directed and free from emotional dependency.
5. **Assertiveness **- communicating feelings and beliefs; being non-offensive.
6. **Social** **confidence** - be self-assured and at ease with people in all types of social situations.
7. **Multitasking** - dealing with several activities at a time, enjoy being given new tasks before they have finished another.
8. **Teamwork** - cooperation with others, good-natured attitude and encouraging people.
9. **Persistence** - sticking with tasks, not giving up, dislike leaving things unfinished.
10. **Rule** **following** - adhere to rules and strictly follow work regulations.
11. **Attention to detail** - focus on details, strive for perfection and be well organized.
12. **Analytical** **thinking** - like solving complex problems, carefully analyze information and use logic to address issues and problems.