Contact Centre Agent

Recruiter:

Cre8work

Job Ref:

2936627096

Date posted:

Friday, March 18, 2022

Location:

Johannesburg, South Africa

SUMMARY:
-

JOB DESCRIPTION:

Job description

Requirements

§ Matric is compulsory

§ Strong communication skills

§ Presentable

§ Clear criminal record

Duties and Responsibilities

Answering phones from customers professionally and responding to customer inquiries and complaints
Researching required information using available resources
Handling and resolving customer complaints regarding product sales to customer service problems
Providing customers with the organization’s service and product information
Processing forms, orders, and applications requested by the customers
Identifying, escalating priority issues and reporting to the high-level management
Following up complicated customer calls where required
Obtaining and evaluating all relevant data to handle complaints and inquiries
Recording details of comments, inquiries, complaints, and actions taken
Managing administration, communicating and coordinating with internal departments
Technical expert in related computer applications
Able to maintain customer confidentiality
Act as liaison between the company and its internal and external current and potential customers
Accept ownership for effectively solving customer issues, complaints, and enquiries, keeping customer satisfaction at the core of every decision and behavior
Management of inbound and outbound customer interactions at a timely manner
Follow communication “scripts” when handling different topics
Identify customer needs, clarify information, research every issue and provide solutions and or alternatives
Update existing customer information
Identify and escalate priority issues
Seize opportunities up to sell products when they arise
Build sustainable relationships and engage customers by going the extra mile
Keep records of all conversations in our call center database in a comprehensible way
Updates job knowledge by studying new product descriptions, participating in internal and external educational opportunities
Meet personal / team qualitive targets

Adhere to standard guidelines, recommending improved procedures

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