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Call Centre Agent

2 months ago

Cape Town, South Africa Merchants Full time

Call Centre Agent

As an International Call Centre Agent (Customer Service Representative), you will be a leading Brand Ambassador serving as the first point of contact for customers. We are looking for candidates who have a keen interest in solving customer issues and answering questions while being committed to delivering exceptional customer service in a caring and considerate manner. In short, we are looking for a commitment to make every customer interaction enjoyable

Responsibilities:

Deliver first class service by accurately assessing and responding to customer needs, using sound judgment when recommending appropriate solutions. To fulfil customer requests, respond to inquiries/complaints, demonstrating due attention to customer care and a professional approach at all times. Respond to complex customer inquiries and complaints in a highly informed, accurate and responsible manner in accordance to resources provided. Accurately complete appropriate documentation for each interaction, and wrap up by inputting data for call history, sending messages to appropriate third parties when required, and/or initiating the necessary customer fulfilment. Remain current on program and product information by being committed to continuous learning. Maintain strict confidentiality at all times and adhere to legislation and service guidelines on the use of data. Demonstrated passion for customer satisfaction excellence and prior experience in an International Call Centre Interactive customer service environment required. Related experience in the food and/or retail industry considered an asset. Strong and developed oral and written communication skills, including typing, spelling and grammar. Demonstrated ability to implement change efforts. Ability to learn new skills/concepts and apply this knowledge quickly and accurately. Advanced knowledge of PCs and familiarity with system navigation. Positive attitude and demonstrated ability to get along with others. Professional, empathetic and naturally caring conversational style. Display tact and diplomacy in handling all levels of customer interaction. Ability to resolve complex, and often sensitive customer complaints/inquiries in a professional manner in accordance with company policies and procedures, values and best practice. Ability to work all required shifts.

What we require:

Knowledge & Education Essential
Matric/NQF Level 4 Qualification

Experience Essential
12m Call Centre

Skills Essential

Typing Speed 25wpm, 

Computer Literacy, 

Excellent English proficiency in speech and writing, 

Multi-Tasking ability

Attributes Essential

Attention to Detail, 

Resilience/Tenacity, 

Customer Service Orientation, 

Rational/Logical Thinking, 

Problem Solving, 

Technical Expertise 

State Management, 

Empathy, Active Listening

Shift Hours

rotational shifts