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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.
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