Instant Offer Support Agent

AutoTrader ZA; Johannesburg; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A leading automotive marketplace in Johannesburg is seeking an Instant Offer Support Agent to manage the moderation process for instant offers in a busy contact center. The ideal candidate will have excellent communication skills and customer service experience, wanting to work in a dynamic environment. Responsibilities include managing the moderation process, resolving customer queries, and collaborating with team members to maximize productivity. A focus on deadlines and effective administration is vital to success in this role.

Qualifications

• 2 years in a customer service position within a call center environment.

Responsibilities

• Manage the Instant Offer Moderation process effectively.
• Work closely with the Call Centre Manager for productivity.
• Resolve customer queries within service levels.
• Maintain effective communication within the department.
• Achieve key IO customer contact deadlines.
• Moderate all vehicles on the Instant Offer platform.

Skills

Excellent communication skills both verbal and written

Excellent application of telephone etiquette

Ability to work independently and within a team

Ability to work under pressure

Ability to multitask

Customer service skills

Fully computer literate

Education

Matric

Customer service qualification

Job description

Instant Offer Support Agent

Are you keen to assume responsibility for the planning, organizing, leading and controlling of instant offer moderation duties and responsibilities, which encompass the instant offer contact center whilst actively leading by example and living the AutoTrader value set then this might just be for you

Responsibilities

• To effectively manage the Instant Offer Moderation process in regards to activity management, organising, planning and scheduling of offers in the que.
• To work closely with The Call Centre Manager to ensure that planning and reporting is done in regards to Daily/Weekly/Monthly to ensure productivity is maximized based on report results.
• To resolve all customer queries related to Instant Offer within agreed service level timeframes and quality levels and escalate to line manager where needed.
• To ensure effective communication is maintained within the department and other key stakeholders.
• To achieve and improve on all key IO customer contact deadlines - as per approved process.
• To moderate all vehicles on the Instant Offer platform.

Administration

• To ensure all administration required for Instant Offer is up to date (Month end reports, Daily checks)
• To update the Manage platform after each customer interaction with the appropriate notes
• Ensure all administrative tasks are up to date – these include assisting with reporting on IO different statuses

Skills

• Excellent communication skills both verbal and written
• Excellent application of telephone etiquette
• Ability to work independently and within a team
• Ability to work under pressure
• Ability to multitask
• Customer service skills – handling difficult conversations, building rapport with people, etc.
• Fully computer literate – ability to navigate different online platforms, solid use and understanding of web/online tools/sites etc.

Attitude

• Customer orientated – a love for dealing and working with diverse people
• Results & Deadline driven – a need to work towards a deadline and 100% task completion
• Organized
• Team player
• Motivated
• Adaptable
• Can do attitude
• Self-starter

Education, Experience, Qualification and Special Requirements

• Matric
• 2 years in a customer service position within a call center environment.
• Matric plus customer service qualification.