Customer Experience Agent (Contact Centre) - Cape Town

Clicks Group; Cape Town; On-site; ZAR 180,000 - 260,000; Full time

Job summary

Clicks Group is recruiting a Contact Centre Consultant for our Marketing team at the Cape Town head office. You will handle inquiries and complaints across multiple channels, delivering accurate resolutions and courteous service to achieve one-contact resolution.

You should have at least 2 years in a call centre in ecommerce customer service, with knowledge of Consumer Protection and POPIA. The role requires proactive process improvements, strong communication, and timely reporting to the Team

Qualifications

• 2 years Contact Centre Experience in an e-commerce customer service environment (Essential).
• Knowledge of Consumer Protection Act and Protection of Personal Information Act.
• Familiarity with ClubCard Strategy and Operations.

Responsibilities

• Respond to a targeted amount of telephone calls accurately and within set time frames to meet service standards for complaints.
• Ensure customer expectations are met by being knowledgeable, professional and courteous for one-contact resolution.
• Proactively suggest new processes and improvements to exceed customer expectations.
• Liaise with Team Leaders and ClubCard Manager to communicate and escalate information as needed.
• Handle all customer interactions (calls, correspondence and tasks) with a solution-based approach while adhering to SLA’s to retain customers.
• Maintain the CRT database with accurate information and submit weekly reports detailing calls handled.

Skills

Customer Service

Communication

Time Management

People skills

Following Instructions

Principles & Values

Delivering Results

Relating & Networking

Personal Goals

Job description

Clicks Group is recruiting a Contact Centre Consultant for our Marketing team at the Cape Town head office. You will handle inquiries and complaints across multiple channels, delivering accurate resolutions and courteous service to achieve one-contact resolution.

You should have at least 2 years in a call centre in ecommerce customer service, with knowledge of Consumer Protection and POPIA. The role requires proactive process improvements, strong communication, and timely reporting to the Team