VODACOM : CUSTOMER SERVICE AGENT - LOYALTY DQ

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

 

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