Consumer Support Agent

2 days ago

Northern Suburbs, South Africa Flash Full time

**Responsibilities**:

- Ensure delivery of superior customer experience
- Meet and exceed required key performance indicators in relation to quantitative, qualitative, and behavioural volumes.
- Utilize a variety of software programs to resolve customer queries.
- Resolve queries in line with departmental standards.
- Providing the right solutions to customers
- Respond to customer queries and take ownership of customer issues.
- Play a strong role in coordinating responses.
- Communicate issues to appropriate teams as necessary for quick resolution.
- Report all product and service-related trends/technical issues to management.
- Actively participate in multitasking given the various functions performed within the department.
- Maintain up to date knowledge given the changing call centre technical environment.
- Ensure outputs are aligned to departmental Quality Assurance standards and targets.
- Capture the correct dispositions/ticks based on the nature of the query and / or complaint.
- Adhere to Standard Operating Procedure and departmental templates where relevant.
- Adhere to workforce schedule i.e. start and end time, lunch and body breaks
- Other general administrative duties as assigned

**Minimum Requirements**:

- Matric or equivalent
- African Languages i.e. Venda, Sotho, Tshona, Tswana advantageous
- 1 - 3 years Call Centre Experience
- Experience of working in a customer service call centre environment and data processing
- Computer Literacy
- Minimum typing speed of 35 word per minute and 95% accuracy
- 1Voucher product knowledge and partners

**Skills**
- Excellent problem solving skills
- Attention to detail and the ability to work with large amounts of data
- Good communication and people skills
- Excel and data analysis skills
- Experience in supporting customers in a technical and fast paced environment.
- Basic problem solving and logical analysis skills
- Multitask
- Time Management
- Computer Literacy
- Excellent written communication skills.
- Familiar with social media platform

**Attributes**
- Confident
- Adaptable
- Direct
- Mature
- Friendly
- Energetic
- Team Player
- Able to work unsupervised

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