Dutch Call Centre Agent - - Cape Town City Centre

PackageR22 000 per month plus commissionPermanent Position, Hybrid ShiftsMonday - Friday 5 working days per week KEY ACCOUNTABILITIES

Brand ambassador for the client
Ensure customer service is provided at a high standard
Ensure that all customers can communicate with ease by acting quickly and consistently
Display your passion for service by always putting customers first
Make sure the customer is at the heart of every conversation
Achieve all personal KPIs
Take ownership and responsibility for personal development, learning, and performance levels
Willingly undertake all necessary training provided by the Training Manager or client. Their goal is to ensure, as a team, that they meet, deliver and where possible, exceed their clients expectations and Service Level Agreements (SLAs).

MAIN ACTIVITIES

The first point of contact for all customer queries; take ownership for the investigation and resolution of customer queries and complaints; aiming for a first contact resolution wherever possible and within the parameters of the client directives and scripting
Proactively work to mitigate any escalations, deal with returns and exchanges, order status queries and provide information on time-line logistics
Provide outstanding customer service across telephone, social media, webchat, and email
Update and maintain customer records ensuring that any agreed actions are logged and that customers are kept regularly informed of the progress of their issue
Keep managers and team members updated with sensitive or potential Brand impacting issues
Follow agreed Customer Service processes, but recognise when you need to do something different in the interests of customer satisfaction
Highlight any broken processes that can affect the customer experience or operation and make suggestions for improvement
Escalate any sensitive customer issues through the agreed channels
To ensure that all information captured is recorded clearly and concisely without spelling errors
To consistently deliver optimum levels of quality and service at all times
To actively create trust with the customer by demonstrating an open and honest approach
To use initiative and raise any operational or technical concerns as soon as they are identified to ensure rapid resolution by in-house departments or the client

KEY SKILLSEssential

A desire and genuine passion for delivering excellent customer service ensuring an empathetic approach
Outstanding social service etiquette, with the ability to be versatile in your approach to adapt your style to each customer
Excellent interpersonal skills; able to communicate with customers and colleagues at all levels
Ability to work in a fast-paced environment with tight deadlines
Able to multi-task and manage own workload and prioritize tasks to achieve deadlines
Able to remain calm under pressure
Strong written and verbal communication skills
Experience working in a customer-facing environment
Works well within a team
Confident IT skills
Flexibility, professionalism, drive, and willingness to learn
Must be fluent in Dutch

Desirable