Contact Centre Agent

1 week ago

Johannesburg, Gauteng, South Africa Cre8work Full time R42 000 - R60 000 per year

Job description

Requirements

§ Matric is compulsory

§ Strong communication skills

§ Presentable

§ Clear criminal record

Duties and Responsibilities

  • Answering phones from customers professionally and responding to customer inquiries and complaints
  • Researching required information using available resources
  • Handling and resolving customer complaints regarding product sales to customer service problems
  • Providing customers with the organization's service and product information
  • Processing forms, orders, and applications requested by the customers
  • Identifying, escalating priority issues and reporting to the high-level management
  • Following up complicated customer calls where required
  • Obtaining and evaluating all relevant data to handle complaints and inquiries
  • Recording details of comments, inquiries, complaints, and actions taken
  • Managing administration, communicating and coordinating with internal departments
  • Technical expert in related computer applications
  • Able to maintain customer confidentiality
  • Act as liaison between the company and its internal and external current and potential customers
  • Accept ownership for effectively solving customer issues, complaints, and enquiries, keeping customer satisfaction at the core of every decision and behavior
  • Management of inbound and outbound customer interactions at a timely manner
  • Follow communication "scripts" when handling different topics
  • Identify customer needs, clarify information, research every issue and provide solutions and or alternatives
  • Update existing customer information
  • Identify and escalate priority issues
  • Seize opportunities up to sell products when they arise
  • Build sustainable relationships and engage customers by going the extra mile
  • Keep records of all conversations in our call center database in a comprehensible way
  • Updates job knowledge by studying new product descriptions, participating in internal and external educational opportunities
  • Meet personal / team qualitive targets

Adhere to standard guidelines, recommending improved procedures

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