Customer Service Agent

Pepkor Lifestyle; Johannesburg; On-site; ZAR 150 000 - 200 000; Full time

Job summary

A leading retail company in Johannesburg is seeking a dynamic individual to join their Customer Resolution Centre team. The role involves managing and resolving customer queries effectively across all channels, ensuring a differentiated customer experience. Ideal candidates will have strong communication skills, experience in customer service, and a Grade 12 qualification. Preference will be given to those with tertiary education. This position offers a unique opportunity to grow in a supportive environment.

Qualifications

• Experience in Customer Resolution Centre or Customer Service.
• Knowledge of CRM systems and practices.
• Current knowledge of best practices for Customer Services.

Responsibilities

• Manage, resolve and elevate customer queries in all communication channels.
• Ensure delivery of a differentiated customer experience.

Skills

Strong written and verbal communication skills

Personal Resilience

Multi-tasking

Effective Time Management

Interpersonal Skills

Active Listening and Interpretation skills

Conflict Management

Ability to work under pressure

Education

Grade 12

Tertiary qualification advantageous

Job description

Introduction

Pepkor Lifestyle is looking for a dynamic individual to join the Customer Resolution Centre team. The individual will be required to effectively manage, resolve and elevate customer queries in all communication channels to ensure delivery of a differentiated customer experience.

Description

• Current knowledge of best practices for Customer Services in a retail environment
• General Understanding of CPA (Customer Protection Act)
• Knowledge of Pepkor Lifestyle policies, practices, processes and systems
• Knowledge of CRM systems and practices
• Social Media Proficiency
• MS Proficiency
• Understanding of the Pepkor Lifestyle operating model and value chain
• Express and implied ethical responsibilities

Minimum requirements

• Grade 12
• One-year experience in Customer Resolution Centre/Customer Service
• Tertiary qualification advantageous

Skills

• Strong written and verbal communication skills
• Personal Resilience
• Multi-tasking
• Effective Time Management
• Interpersonal Skills
• Active Listening and Interpretation skills
• Conflict Management
• Ability to work under pressure

Behaviours

• Energy and Drive
• Customer Orientation
• Problem Solving
• Planning and Prioritising
• Assertiveness
• Excellence Orientation
• Following Instructions and Procedures
• Attention to detail
• Working with People
• Delivering Results and Meeting Customer Expectations