Contact Centre Agent

Cre8work; Johannesburg; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Cre8work is seeking a customer service professional in Johannesburg to handle inbound and outbound calls, answer inquiries, and resolve complaints with a focus on customer satisfaction. The role requires excellent communication and a presentable demeanor in a fast-paced call center environment.

You will research information, provide product and service details, process forms and orders, and maintain accurate customer records.

Qualifications

• Matric is compulsory.
• Strong communication skills.
• Presentable appearance.
• Clear criminal record.

Responsibilities

• Answering phones from customers professionally and responding to inquiries and complaints.
• Researching required information using available resources.
• Handling and resolving customer complaints regarding product sales and service.
• Providing customers with information about the organization’s services and products.
• Processing forms, orders, and applications requested by customers.
• Identifying and escalating priority issues to high-level management.
• Following up on complicated customer calls when required.
• Obtaining and evaluating all relevant data to handle complaints and inquiries.
• Recording details of comments, inquiries, complaints, and actions taken.
• Managing administration and coordinating with internal departments.
• Be a technical expert in related computer applications.
• Maintain customer confidentiality.
• Liaise between the company and current and potential customers.
• Take ownership for solving customer issues with customer satisfaction at the core.
• Manage inbound and outbound customer interactions promptly.
• Follow scripts for handling different topics.
• Identify customer needs, clarify information, provide solutions or alternatives.
• Update existing customer information.
• Identify and escalate priority issues.
• Upsell opportunities when they arise.
• Build sustainable relationships and engage customers by going the extra mile.
• Keep records of all conversations in the call center database.
• Update job knowledge by studying product descriptions and participating in trainings.
• Meet personal and team qualitative targets.
• Adhere to guidelines, recommend improved procedures.

Skills

Strong communication

Presentable

Customer service orientation

Education

Matric (compulsory)

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 lift 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