Closing Date: 28 March 2023
The purpose of the Customer Service Centre Agent role is to support all inbound and outbound customer interactions for all supported contact centre channels in a friendly, knowledgeable, and professional manner. To promote a positive company image through telephonic and email interaction whilst solving problems.
Support customer interactions across various channels (including voice, email, chat, and social media)
Remain knowledgeable of performance requirements, brands, products, programmes, and process documentationEnsure all Service Level Agreements are adhered to and strive to meet set KPI targetsEnsure all set Shoprite standards, policies, and procedures are followedIdentify and escalate potential system and process improvements with the aim to enhance the customer’s journey.
Matric (Grade 12)- essential
Degree/Diploma or Courses in Communications or a related field – (beneficial)
+3 years in a Customer Service environment in a similar role in a similar role, with the ability, knowledge, and skills in providing excellent customer service support – (essential).Experience in a retail/contact center environment – (desired).
Knowledge and Skills
Proficient in Microsoft O365 with a focus on applicable tools to execute areas of function including SharePoint Online – (essential).
Key competencies and work ethicPeople orientated – enjoy working with people in a big team engaging with customers, showing patience and empathyService orientated – committed to providing high-quality customer service.
Ensure customer needs are understood, concerns timeously resolved, and expectations met. Always applies customer first!High level of self-motivation to set, meet and exceed goals and expectations.Has integrity and takes accountability for actions and mistakes.