VODACOM : CUSTOMER SERVICE AGENT - LOYALTY DQ

The Role: Customer Service Agents
Based in Randburg
Shifts between 6am(morning) - 12am(Midnight)
Permanent Position includes medical Aid and Provident fund
Basic salary + Overtime (over 195 hours a month)

 

OVERALL PURPOSE OF JOB:

Process customer service and technical service enquiries through inbound calls and provide end to end service

Main Responsibilities will include but will not be limited to:
Must be able to communicate with customers professionally and articulately
Must be able to present benefits/opportunities of the product or service in an effective manner
Identify and respond to the customer needs from all demographics, delivering a high quality, professional service to these customers
Exercise appropriate soft skills when dealing with difficult customers
Ensure correct listening skills and probing techniques are used to establish relevant information
Be able to effectively communicate with the team leader and team members
To ensure that every day query is logged accordingly
Ensure that customers are informed as to the progress of queries logged but not resolved
Ensure that the customers are called and the resolution is confirmed before queries are closed
Ensure that progress of every query logged is monitored until resolution
 
Skills and Experience:
OTHER FEATURES OF THE JOB (e.g., location, travelling, shift hours, etc.):
Willing to work shifts (ranging from 06h00 to 00h00)
Willing to work a six day work week
Own vehicle or reliable transport
KNOWLEDGE AND SKILLS:
Good communication skills verbally and written in English , Zulu and Sotho speaking is an advantage
Must be able to display proven computer literacy
Able to work under pressure
Goal driven
Ability to work with little supervision
Contact Centre skills training
Call handling skills
Telephone etiquette skills
Understanding of website navigation functionalities, technology savvy
6 months experience in an Inbound/Outbound Contact Centre environment;
EDUCATION, QUALIFICATIONS, EXPERIENCE NECESSARY:
Grade 12
At least 2 yearsâ?? relevant experience, preferably in telecommunications industry