Contact Centre Agent
Brackenfell, Western Cape
Job Type: Permanent
Full Job Description
Closing Date: 2021/08/18
Reference Number: SHO210803-1
Job Title: Contact Centre Agent
Job Type- Permanent
Location – Country: South Africa
Location – Province: Western Cape
Location – Town or City Brackenfell, Cape Town
Purpose of the Job
Responsible for supporting all inbound and outbound customer interactions for all supported contact centre channels in a friendly, knowledgeable and professional manner. Working hours are a 40 hour work week scheduled any five days from Monday to Sunday (shift work 8am -8pm), including public holidays.
Support customer interactions across various channels (including voice, email, chat, social media, etc.) Answer and resolve customer interactions timeously to drive a First Contact Resolution (FCR) culture, by being knowledgeable and able to troubleshoot effectively. Responsible to continually contribute towards a culture of excellence and innovation. Own and manage all non-FCR interactions by escalating it to the relevant Resolution Owner, gaining feedback and relaying the information back to the customer. Remains knowledgeable of performance requirements, brands, products, programmes and process documentation. Ensure necessary systems are updated accordingly. Provide accurate, valid and complete information to customers. Ensure all Service Level Agreements are adhered to and strive to meet set KPI targets. Take the necessary steps to drive up customer retention. Ensure all set Shoprite standards, policies and procedures are followed. Proactively seek ways to continuously improve the customer experience.
Grade 12 / Matric / NQF level 4, Post matric qualification
3 years in a Customer Service environment
Knowledge and Skills
Clarity in Communication. Technical Proficiency. Understanding of Products and Services.