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Contact Centre Agent

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  • Date Listed 11/01/2017
  • Advertised By Private
  • Job Type Contract
  • Employment Equity Non EE/AA

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 professionally and articulately communicate with customers

  • 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

Performing any ad hoc tasks as instructed




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:



  • IT trouble shooting skills

  • Technical aptitude a must

  • Good communication skills verbally and written in English. An additional language an advantage

  • Computer literate

  • Able to work under pressure

  • Goal driven

  • Ability to work with little supervision

    Advantageous


  • Call 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

  • 1-2 years’ working experience preferably in the contact centre industry

Please ensure that a word document Curriculum Vitae is attached.

Sadie (More ads from this seller)
User since Jun 2016
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