Customer Service Agent - Nutun

Trending Talent Solutions; Durban; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A contact centre solutions provider is seeking individuals for customer service roles in Durban. The position emphasizes achieving first call resolution and delivering exceptional service. Applicants must have a Matric certificate, be proficient in typing, and possess strong communication skills. Experience in customer service is required. This role offers a dynamic environment where teamwork drives success.

Qualifications

• 6 months customer service experience is essential.
• Must be able to work day shift or night shift.
• Typing speed of 40 wpm is required.

Responsibilities

• Achieve first call resolution while maintaining quality service.
• Use listening skills to understand customer needs.
• Remain calm and professional with angry customers.
• Adhere to company policies and procedures.
• Respond efficiently to customers to create positive experiences.

Skills

Telephone manner

Customer service skills

Active listening

Verbal communication

Written communication

Computer proficiency

Conflict resolution

Time management

Problem-solving

Creative thinking

Education

Matric

Job description

Overview

We are a people orientated business that provides outsourced contact centre solutions and specializes in customer life cycle management. Our people are our most important asset. We create a culture of empowerment and accountability with a focus on skills, talent, and career development for all our people within the business. Our highly engaged environment displays our passion to create a great place for our people to work, and it is teamwork that drives our success.

Role Qualifications and Experience

• Matric is essential.
• Clear Crim/Credit.
• Able to work dayshift/nightshift
• 6 Months customer service
• Able to work between Umh/CBD
• Must be able to type 40wpm

Job Objectives

• Striving to achieve first call resolution and maintain the quality of service provided by the call centre.
• Using listening skills to understand the needs and complaints of the customer before offering them the best possible solution.
• Remaining calm and professional while dealing with angry customers and providing them with the best solutions to resolve their issues.
• Adhering to all company policies and procedures.
• Achieving set KPI’s designated by the campaign and ensure a high level of customer service is provided on every call.
• Responding efficiently to customers and creating a positive experience.
• Transferring and escalating the calls to the appropriate department if needed.
• Adhering to all company policies and procedures.
• Achieving set KPI’s designated by the campaign and ensure a high level of customer service is provided on every call.
• Striving to achieve first call resolution and maintain the quality of service provided by the call centre.
• Using listening skills to understand the needs and complaints of the customer before offering them the best possible solution.
• Understanding and using the required software, reports, tools, and metrics.
• Participating in training and striving to increase and improve existing skills.

Required Skills

• Exceptional telephone manner, customer service skills, active listening skills, verbal, and written communication skills.
• Proficiency with computers.
• Ability to resolve conflict and diffuse tension.
• Strong time management skills.
• Problem-solving and creative thinking

Role Competencies

• Excellent command of the English language.
• Strong reading comprehension of English.
• Sufficient educational background and screening.
• Meet English assessment tests upon screening.
• Basic computer skills.
• Attention to detail.
• Willingness to learn.
• Strong written communication skills.
• Strong organizational and time-management skills.
• Consistency in execution.