Customer Service Agent - PM

Nutun; Umhlanga Rocks; On-site; ZAR 50 000 - 200 000; Full time

Job summary

An established industry player is seeking dedicated Call Center Customer Service Representatives to join their dynamic team. This role focuses on providing exceptional customer service by handling complaints, resolving issues, and ensuring a positive customer experience. Ideal candidates will have a Matric Certificate, strong communication skills, and a willingness to learn. Join a supportive environment that values teamwork and personal development, where your contributions directly impact customer satisfaction and service excellence. If you're passionate about helping others and thrive in a fast-paced setting, this opportunity is perfect for you.

Qualifications

• Matric Certificate and excellent command of English required.
• Minimum 6 months of digital and customer service experience.

Responsibilities

• Handle customer complaints and provide timely solutions.
• Achieve set KPIs and maintain high service quality.
• Participate in training to enhance skills and knowledge.

Skills

Exceptional telephone manner

Customer service skills

Active listening skills

Verbal communication skills

Written communication skills

Proficiency with computers

Conflict resolution

Time management skills

Education

Matric Certificate

Excellent command of the English language

Minimum 6 months digital experience

Strong customer service experience

Tools

Basic computer skills

Job description

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

• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Follow communication procedures, guidelines and policies.
• Willingness to learn and go the extra mile for the customers.
• Receiving a high volume of calls from customers.
• Striving to achieve first call resolution and maintain the quality of service provided by the call center.
• Using listening skills to understand the needs and complaints of the customer before offering them the best possible solution.
• Responding efficiently to customers and creating a positive experience.
• Remaining calm and professional while dealing with angry customers and providing them with the best solutions to resolve their issues.
• Joining a team of Call Center Customer Service Representatives and building a positive relationship of teamwork, trust, and excellence.
• Understanding and using the required software, reports, tools, and metrics.
• Transferring and escalating the calls to the appropriate department if needed.
• Participating in training and striving to increase and improve existing skills.
• 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.

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.

Education And Competencies

• Matric Certificate.
• 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 details.
• Willingness to learn.
• Minimum 6 months digital experience.
• Email and chat experience.
• Strong written communication skills.
• 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.