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.