Customer Services Agent

Location:  Brackenfel

Our client who is a trailblazer in the FMCG industry is looking for a Customer Services Agent to join their customer service call centre, in Cape Town.

Responsibilities:

  • Delivering high quality customer service and continually contributing towards a culture of customer service excellence – being passionate about the customer experience.
  • Managing all incoming calls and communicating clearly with our customers, providing support pertaining to questions, resolution of any emerging problems and product/service information with accuracy.
  • Being proactive to urgent/emergency situations in accordance with product/service guidelines.
  • Providing timely escalation of requests and updating our customers on the progress of resolution.
  • Remaining knowledgeable of performance requirements, brands, products, campaigns, and process documentation – being passionate about your own development.
  • Ensuring all service level goals are understood and achieved.
  • Taking the necessary steps to drive up customer retention. 
  • Following all set standards, policies and procedures and providing input when something is not working as well as it should. 
  • Proactively seeking ways to continuously improve the customer experience.
  • Taking initiative and assist teammates in need, where possible (example: with knowledge transfer or language barrier with customer).
  • Supporting other responsibilities that may be assigned from time to time.

Requirements:

  • Grade 12 / Matric – (essential).
  • Degree/Diploma or Courses in Communications or a related field – (beneficial).
  • +1 years’ experience in a Customer Services environment or similar role – (essential).
  • Strong proficiency in Microsoft Office 365, including SharePoint Online – (essential).
  • Experience in a retail/contact center environment – (desired).
  • People orientated. 
  • Service orientated.
  • High level of self-motivation to set, meet and exceed on goals and expectations.  
  • Has integrity and takes accountability for actions and mistakes.   
  • Curious and willing to learn.
  • Communication – excellent listening, well-spoken and articulate.
  • Detailed, rule-orientated, and organized.
  • Numeracy – interprets multiple sources of information to come to sound conclusions. 
  • Results-oriented and quality-focused.
  • Ability to work under pressure and manage multiple demands.
  • Team player and collaborative partner.

Remuneration:

  • R200 000 – R290 000 per annum.

Click here to apply

All the best with your applications.

1 Comment

  1. Good day.
    I am interested in the customer service job
    i have experience working as customer service consultant i then get promoted to be a call center team leader

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