Customer Service Agent

Boardroom Appointments; Cape Town; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Boardroom Appointments in Cape Town is seeking a Customer Service Agent to deliver high-quality support to customers, answer questions, resolve issues with accuracy and efficiency.

The role is a 40-hour week with a rotating schedule including weekends and public holidays within legislative requirements. Matric is essential, a related qualification is beneficial, and at least 1 year in customer services with strong MS Office 365 skills is required.

Qualifications

• Grade 12 / Matric is essential.
• Degree/Diploma or Courses in Communications or related field is beneficial.
• 1+ years experience in a Customer Services environment or similar role is essential.
• Strong proficiency in Microsoft Office 365, including SharePoint Online is essential.
• Experience in a retail / contact centre environment is desirable.

Responsibilities

• Deliver high quality customer service and contribute to a culture of customer service excellence.
• Manage all incoming calls and provide support on questions, resolutions and product/service information.
• Be proactive in urgent/emergency situations per product/service guidelines.
• Escalate requests and update customers on progress of resolution.
• Stay knowledgeable of performance requirements, brands, products and processes.
• Ensure service level goals are understood and achieved.
• Drive customer retention and follow company policies and procedures.
• Seek ways to continuously improve the customer experience.
• Assist teammates where possible and support other responsibilities as assigned.

Skills

Customer service

Communication skills

Problem solving

Education

Grade 12 / Matric

Degree/Diploma or Courses in Communications

Tools

Microsoft Office 365

SharePoint Online

Job description

The purpose of the Customer Service Agent role is to provide our customers with the best customer service experience. This role will answer questions, resolve any emerging problems, and provide product / service information with accuracy and efficiency to our customers as needed. The role is a critical part of company's frontline company support, ensuring customers' requests are actioned with a sense of urgency, care, and understanding. The Customer Services Agent ensures that customer calls and concerns are properly considered, captured on the system, and resolved with the goal of creating an exceptional experience in an environment of shared team knowledge.

To ensure that we optimise our service delivery to our customers and align with our teams, this role the working hours are a 40-hour work week scheduled according to a planned weekly schedule (any five days from Monday to Sunday (shift work), including public holidays) within legislative requirements.

Role Description

• Delivering high quality customer service and continually contributing towards a culture of customer service excellence being passionate about the customer experience!
• Managing all incoming calls and communicating clearly with our customers, providing support pertaining to questions, resolution of any emerging problems and product / service information with accuracy.
• Being proactive to urgent/emergency situations in accordance with product/service guidelines.
• Providing timely escalation of requests and updating our customers on the progress of resolution.
• Remaining knowledgeable of performance requirements, brands, products, campaigns, and process documentation being passionate about your own development!
• Ensuring all service level goals are understood and achieved.
• Taking the necessary steps to drive up customer retention.
• Following all set Company standards, policies and procedures and providing input when something is not working as well as it should.
• Proactively seeking ways to continuously improve the customer experience.
• Taking initiative and assist teammates in need, where possible (example: with knowledge transfer or language barrier with customer).
• Supporting other responsibilities that may be assigned from time to time.

Qualifications and experience

• Grade 12 / Matric - (essential)
• Degree/Diploma or Courses in Communications or a related field - (beneficial).
• +1 years experience in a Customer Services environment or similar role (essential).
• Strong proficiency in Microsoft Office 365, including SharePoint Online (essential).
• Experience in a retail / contact centre environment (desired).