Service Center Administrator

Introduction

Pepkor Lifestyle is looking for a dynamic individual to join the Customer Resolution Centre team. The individual will be required to effectively manage, resolve and escalate customer queries in all communication channels to ensure delivery of a differentiated customer experience. You will be the first point of contact for customers, addressing their inquiries, resolving issues, and ensuring their overall satisfaction. The ideal candidate should possess strong communication skills, empathy, and a problem-solving mind-set.

Description

• Current knowledge of best practices for Customer Services in a retail environment
• General Understanding of CPA (Customer Protection Act)
• Knowledge of Pepkor Lifestyle policies, practices, processes and systems
• Knowledge of CRM systems and practices
• Social Media Proficiency
• MS Proficiency
• Understanding of the Pepkor Lifestyle operating model and value chain
• Express and implied ethical responsibilities

Minimum Requirements

• Grade 12
• One-year experience in Customer Resolution Centre/Customer Service
• Tertiary qualification advantageous
• Previous customer service experience is an advantage
• Basic computer skills and familiarity with customer service software

Skills

• Strong written and verbal communication skills
• Personal Resilience
• Multi-tasking
• Effective Time Management
• Interpersonal Skills
• Active Listening and Interpretation skills
• Conflict Management
• Ability to work under pressure
• Ability to work in a fast-paced environment and handle high call volumes
• Empathetic and patient approach when dealing with customers

BEHAVIOURS

• Energy and Drive
• Customer Orientation
• Problem Solving
• Planning and Prioritising
• Assertiveness
• Excellence Orientation
• Following Instructions and Procedures
• Attention to detail
• Working with People