Care Assistant urgently needed

Care4U Assisted Living; Pretoria; On-site; ZAR 50 000 - 200 000; Part time

Job summary

An established industry player is seeking a dedicated customer service agent fluent in Norwegian and with strong English skills. In this role, you will handle customer queries, ensuring resolutions are recorded accurately and efficiently. Your ability to communicate effectively, work independently and as part of a team, and maintain high standards of customer satisfaction will be crucial. This position offers the opportunity to contribute to a positive service experience while developing your skills in a dynamic environment. If you are optimistic, service-oriented, and eager to make a difference, this role is perfect for you.

Qualifications

• Fluent in Norwegian and intermediate English for effective communication.
• Experience in customer service is advantageous.

Responsibilities

• Handle customer queries via phone, email, and chat.
• Record resolutions and ensure timely case handling.
• Provide excellent customer satisfaction and meet quality standards.

Skills

Norwegian language proficiency (CEFR level C1)

English language skills (B1+)

Customer service experience

Problem-solving skills

Multi-tasking abilities

Teamwork

Communication skills

Adaptability

Education

Near native or native Norwegian language

Intermediate English skills

Tools

Contact center tool

Computer systems

Job description

Educational / Professional Qualifications :

• Near native (interpreted as CEFR level C1) or native Norwegian language and at least intermediate English skills (B1+) in writing and speaking to understand documentation and log accurately in the client systems.
• Previous experience in an outsourced customer service environment is of advantage.

Work Experience / Responsibilities :

• Handle phone calls with customer queries and provide resolution to end users.
• Record case resolutions in the contact center tool based on client communication via phone, email, chat etc.
• Ensure that cases are resolved within case life cycle, as per individual balanced scorecard.
• Escalate priority issues per client specifications to the immediate lead as applicable.
• Work independently and within a team.
• Communicate well with internal and external contacts.
• Provide exemplary customer satisfaction.
• Meet quality standards on all handled contacts.
• Complete hours of staffed time on all rostered days.
• Handle contacts while maintaining the targets defined for the project : response time, handle time and resolution rate aligned with Project KRAs.
• Any additional ad hoc tasks that may contribute to a better service to the client or improvement to the KPI.
• Attend trainings as required.
• Possesses an advanced understanding of using computers and is effectively able to multi-task across systems and applications.
• Optimistic, friendly, positive, and self-motivated personality.
• Ability to work in team.
• Service oriented profile and with a focus on problem solving.
• Ability to work shift hours / part time (to the extent legally possible), adapting fast on change of prioritization.
• For agents handling written customer contact : Excellent written communication skills in the relevant market language and a typing speed of minimum 50 words per minute.