Contact Centre Agent

  • Cape Town, Western Cape
  • Permanent
  • Full-time
  • 3 days ago
MAIN PURPOSE OF JOB:
To provide superior service to internal and external customers via all contact channels and all media.QUALIFICATION & EXPERIENCE:
  • Matric or relevant qualification
  • Customer Service experience in a Call Centre environment would be advantageous
  • Computer literacy essential (MS Word, Excel, Outlook, Listener)
DUTIES AND RESPONSIBILITIES:1. Quality of Service
  • Offer solutions to client issues and concerns via all contact channels and all media e.g. trouble shooting with technical queries
2. Productivity of Service
  • Log in to IT systems on time and for full shift duration
  • Maintain schedule adherence
  • Aim for first time contact resolution
3. Business Intelligence management
  • Note details of all customer interactions on applicable systems
4. Customer Database management
  • Action and update all customer requests on Listener
  • Proactively maintain customer data
5. Escalation of Client issues and concerns
  • Escalate Issues and Concerns appropriately, utilising correct business processes and systems
  • Take ownership of escalated queries, ensuring resolution and follow up with customers
6. Knowledge Management
  • Stay abreast of all changes and additions to knowledge base
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