Call Centre Agent

**Duties and Responsibilities:
Answer telephones, respond to and document merchant requests.

Build customer rapport.

Follow troubleshooting processes and outlined procedures.

Provide customers with product and service information.

Identify, research, and resolve customer issues using the knowledge base.

Follow-up on customer inquiries that are not resolved immediately.

Complete online call logs and reports.

Research and resolve issues related to queries.

Research misapplied payments.

Research and communicate query resolution methods.

Recognise, document and alert management of trends in customer calls.

Recommend process improvements and follow workflow processes and procedures.

Other duties as assigned.

Ensures and provides quality service to both internal and external customers.

Accesses the company’s internal systems to obtain and extract order information and provide customer service management with the data for inclusion in various scheduled and special reports.

Participates and provides expertise as a member of the merchant support team. The team's objectives are developed and recommend changes to existing methods and systems to increase the accuracy, efficiency and responsiveness of the merchant support department as a whole.

Focuses on the retention of merchants through active listening, empathy, and assuming ownership of merchant issues until resolution.

**Knowledge and Experience Required:
Experience in Merchant Support a must.

Extensive Customer or Call Centre experience in the Telecommunications, Banking or Retail Sector.

Service excellence background with strong focus on quality.

Extensive telephony technical troubleshooting skills.

Understanding of call handling processes with the ability to actively listen and probe to gain information.

Conflict handling skills, dealing with irate customers will form part of the job.

Ability to adapt to change and meet the changing demands of the work environment.

Strong problem-solving skills and ability to maintain a logical system.

Ability to multi-task such as capture data received during a call whilst researching information.

**Details of Function**:
Contributes to the development and maintenance of standards, policies and procedures regarding customer service.

Regularly provides feedback on the soundness and effectiveness of the merchant support and service department’s policies and procedures.

Facilitates the collection of competitive information in order to monitor business trends and opportunities.

Adheres to all corporate policies, guidelines and statutory requirements and recommends to senior management adoption and/or changes to policies and guidelines to reflect circumstances within the customer service area.

Responsible for actively ensuring the retention of the organisation’s customer base which includes promoting the organisation to existing customers.

Works with the company’s other departments to resolve problems, facilitate solutions and enhance merchant service offerings.

Prepares, generates and distributes daily reports and order acknowledgements to appropriate personnel.

Responsible for notifying administration of any required updates of merchant records on the organisation’s internal database.

Provides back-up support to other group members in the performance of job duties as required.

Supports / participates in the organisation’s Continuous Improvement Program.

Answers customer inquiries / communications as required.

Attends regular customer service departmental meetings.

Maintains detailed call activity reports and provides them to the Line Manager on a regular basis.

Coordinates the organisation's involvement in internal and external as needed.

Performs other related duties as assigned by management.