Customer Service Agent - Pm

We are a people orientated business that provides outsourced contact centre solutions and specialises 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.

Job Objectives

1. Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
2. Follow communication procedures, guidelines, and policies.
3. Willingness to learn and go the extra mile for the customers.
4. Receive a high volume of calls from customers.
5. Strive to achieve first call resolution and maintain the quality of service provided by the call center.
6. Use listening skills to understand the needs and complaints of the customer before offering them the best possible solution.
7. Respond efficiently to customers and create a positive experience.
8. Remain calm and professional while dealing with angry customers and provide them with the best solutions to resolve their issues.
9. Join a team of Call Center Customer Service Representatives and build a positive relationship of teamwork, trust, and excellence.
10. Understand and use the required software, reports, tools, and metrics.
11. Transfer and escalate calls to the appropriate department if needed.
12. Participate in training and strive to increase and improve existing skills.
13. Adhere to all company policies and procedures.
14. Achieve set KPIs designated by the campaign and ensure a high level of customer service is provided on every call.

Required Skills

1. Exceptional telephone manner and customer service skills.
2. Active listening skills.
3. Verbal and written communication skills.
4. Proficiency with computers.
5. Ability to resolve conflict and diffuse tension.
6. Strong time management skills.

Education And Competencies

1. Matric Certificate.
2. Excellent command of the English language.
3. Strong reading comprehension of English.
4. Sufficient educational background and screening.
5. Meet English assessment tests upon screening.
6. Basic computer skills.
7. Attention to details.
8. Willingness to learn.
9. Minimum 6 months digital experience.
10. Email and chat experience.
11. Strong written communication skills.
12. Strong customer service experience with minimum 60% in English.

We endeavour to provide feedback to all candidates whenever possible; however, if you do not hear from us within 14 days from the closing date, please consider your application unsuccessful. All positions will be filled in accordance with our Group Employment Equity plan.