Main Purpose of Position:

The Customer Service Agent is responsible to effectively assist customers with general and specific queries. It is imperative that accurate information is provided to the customer and that calls which cannot be resolved are escalated to correct stakeholders.

Main Responsibilities (including but not limited to):

Answering inbound calls timeously.
Be professional and polite at all times.
Listening attentively to customer queries.
Responding to customer queries accurately.
Ensure that quality standards are met.
Familiarize oneself with products and procedures.
Providing relevant information to ensure First Call Resolution.
Effectively resolve queries.
Escalating faults that cannot be concluded on first contact.
Ensuring that customer details are captured accurately.
Perform any ad hoc tasks as and when required

Job Specific Requirements / Knowledge Requirements

Communication skills
Interpersonal skills
Analytical skills Â
Team player
Negotiating skills Â
Presentation skills
IntegrityÂ
Writing skills
Customer orientation
Proactive and professional

System Specification

MS Office and Excel
Numerical ability

COMPETENCIES:

Customer focus
Ability to build customer loyalty
Conflict management
Excellent communication skills
High level of professionalism and an understanding ethical conduct.
Quality orientation

KNOWLEDGE, SKILLS AND EDUCATION:

Grade 12
Excellent Communication written skills in English
A 2nd language is a requirement: Sotho, Zulu or Xhosa
Serious and passionate about customer service and working in a customer service industry

COMPETENCIES:

Customer focus
Ability to build customer loyalty
Conflict management
Excellent communication skills
High level of professionalism and an understanding ethical conduct.
Quality orientation

KNOWLEDGE, SKILLS AND EDUCATION:

Grade 12
Excellent Communication written skills in English
A 2nd language is a requirement: Sotho, Zulu or Xhosa
Serious and passionate about customer service and working in a customer service industry