Job Description

eMedia Investments is inviting applications for the position of Customer Care Agent based in JHB North.

The successful candidate will assist eMedia customers across multiple platforms with queries relating to product offerings such as Openview, e.tv, eVOD, Ultraview, and other eMedia services.

This role requires a customer-focused individual who can resolve customer queries, complaints, comments, and suggestions professionally while promoting the eMedia and Openview brands through excellent service delivery.

The position is suitable for candidates with customer service or sales experience, strong communication skills, and the ability to work under pressure in a contact centre environment.

Responsibilities

• Assist customers across multiple platforms with product-related queries.
• Respond to customer queries, complaints, comments, and suggestions.
• Provide advice to customers about Openview and other eMedia-related products.
• Promote the eMedia and Openview brands through excellent service delivery.
• Build and maintain positive customer relationships.
• Support interpersonal and team relationships to help maintain a stable working environment.
• Participate in learning and development courses.
• Complete an Individual Development Plan.
• Take part in peer and team learning initiatives.
• Meet required customer contact targets.
• Manage call volumes and floor time efficiently.
• Maintain required productivity output.
• Manage average call handling time according to set standards.
• Capture customer interactions accurately on the CRM system.
• Provide effective and efficient customer request resolution.
• Maintain quality assurance standards.
• Complete written knowledge assessments on products, systems, processes, and business rules.

Requirements

• National Senior Certificate.
• 1 year of customer service or sales experience.
• Basic Microsoft Office skills.
• Basic Microsoft Outlook skills.
• Basic Microsoft Word skills.
• Basic Microsoft Excel skills.
• Basic Microsoft PowerPoint skills.
• Ability to work in a customer care or call centre environment.
• Ability to communicate professionally with customers.
• Ability to handle customer queries and complaints.
• Ability to work under pressure.
• Ability to meet productivity, quality, and customer contact targets.

Skills

• Customer service.
• Call centre support.
• Sales support.
• Communication skills.
• Problem-solving.
• Planning skills.
• Organising skills.
• Decision-making.
• Interpersonal skills.
• Mentoring skills.
• Persuasiveness.
• Conflict handling.
• Ability to cope under pressure.
• CRM interaction logging.
• Product knowledge.
• Quality assurance.
• Teamwork.
• Customer relationship management.
• Microsoft Office.