Lead Customer Experience Agent

Alorica; Cape Town; On-site; ZAR 150 000 - 200 000; Full time

Job summary

A leading global customer service provider is seeking a Lead Agent in Cape Town, South Africa. This role involves providing guidance and training in a call center environment, ensuring customer satisfaction and assisting in team performance. Ideal candidates will have a High School diploma and several years of experience in customer service. Strong communication and leadership skills are essential. Competitive compensation and career growth opportunities are available.

Qualifications

• 2 – 4 years of experience in the call center industry.
• Minimum of six months on the specific program/account.

Responsibilities

• Receive and handle calls.
• Provide customer feedback and problem resolution.
• Assist in training new agents.

Skills

Customer service

Communication skills

Problem-solving

Leadership

Flexibility

Education

High School Diploma or GED

Associate's degree (preferred)

Tools

Microsoft Word

Excel

Job description

GET TO KNOW ALORICA

At Alorica, we only do one thing – make lives better, one interaction at a time.

We're a global leader in customer service and experience, serving the world's biggest brands with tens of thousands of employees in hundreds of locations around the globe.

Job Summary

The Lead Agent performs work in a call center environment providing expert or general guidance / direction, training and technical assistance to production and support personnel as well as directs the work of other associates and contributes to their professional development. Work is performed under general supervision. The Lead Agent functions as the Subject Matter Expert, providing quality customer service and / or sales in a professional and polite with the intent of providing customer satisfaction and retention and meeting program goals.

Job Responsibilities

• Receives and handles calls.
• Responds to customer inquiries that go beyond typical scripted responses.
• Handles inquiries with complete knowledge of product / service or appropriately researches information and / or makes proper referrals.
• Provides immediate feedback to customer problems / concerns using proper telephone etiquette.
• Attends scheduled meetings as required by the Team Manager.
• Assists Supervisor / Manager with coaching and development of new agents or low performers to increase productivity and performance.
• Monitors and provides agents with feedback on quality using standard coaching methods.
• Assists in delivering team briefings and huddles.
• Makes attempts to resolve issues and deescalate issues from dissatisfied customers.
• Assumes responsibility (leads) for producing desired performance results.
• Takes the lead in applying new processes and teaching them to others.
• Supports Team Manager with reporting requirements.
• May perform other specific duties as necessary and required by program / account.
• Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.
• Perform other duties as assigned by management.

Additional Job Duties

Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties. Perform other duties as assigned by management.

Job Requirements

• High School Diploma or GED required; graduation from a college with an Associates degree preferred.
• 2 – 4 years of experience in related area of responsibility in the call center industry.
• Minimum of six months of experience on the specific program / account.

Specific Job Related Knowledge, Skills, Abilities & Other Characteristics

• Considerable knowledge of product / procedures.
• Fluency in program specific language.
• Good attendance and flexibility required.
• Knowledge of Microsoft Word, Excel (or similar Windows based software).

Ability and willingness to assume responsibility for producing desired results through other people. Ability to accomplish multiple tasks of varying priority within allotted time frames. Must be able to demonstrate and communicate best practices to others effectively. Strong interpersonal and customer service skills. Excellent oral and written communication skills.

General Job Level Knowledge, Skills, Abilities & Other Characteristics

• Excellent written, verbal and interpersonal communication skills.
• Ability to multi-task and adapt to change.
• Proven track record of meeting or exceeding customer experience and financial objectives.
• Ability to maintain the highest level of confidentiality.

Career Level Attributes : O3

General Profile : Requires specialized skills or is multi-skilled developed through job-related training and considerable on-the-job experience.

Functional

Requires skills in a range of processes, procedures and systems to carry out assigned tasks or has developed deep skills in a single area. Business Expertise / Acumen : Applies knowledge of the business and how the team integrates with other teams to achieve objectives. Leadership : Provides informal guidance and support to team members. Problem Solving : Provides solutions to atypical problems based on proven practices or procedures. Impact : Impacts the quality, timeliness and effectiveness of the team; recommends changes to improve efficiency. Interpersonal Skills : Explains job specific information. Likely to act as an informal resource for employees with less experience.

If you are interested, please send us your CV in English. Applications will be processed in strict confidentiality. Only short‑listed candidates will be contacted. The personal data of the applicants will be processed in strict confidentiality by Alorica solely for the purposes of selection and recruitment and will not be transferred to other data controllers unless required by law. Applicants provide their personal data on a voluntary basis and will have the right to access and correct their personal data within a reasonable time upon filing a written request.