Call Centre Agent

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Company: MyCalling

Location: South Africa

Type: Full-time

Category: Customer Service

Description

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Position Overview: As a 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.
• Fulfill 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 with 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 fulfillment.
• 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.

Requirements:

• Matric / NQF Level 4 qualification
• Min 6 months contact center experience essential
• 6 months customer service experience required
• Speaks English, Zulu, Sotho
• Able and willing to work rotational shifts
• 10-hour shift including 1-hour lunch break (9-hour productive shift)
• Saturday, Sunday, and Public Holiday
• 6 DAY SHIFT ROTATION (6 am to midnight) within those parameters
• Graveyard rotation TBD
• Demonstrated passion for customer satisfaction excellence and prior experience in an International Call Center
• 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.

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