Description

Merchants Recruitment is looking for a Call Centre Agent, also referred to as a Customer Service Representative, for a long-term contract opportunity in Woodstock, Cape Town.

The successful candidate will serve as a Brand Ambassador and the first point of contact for customers. The role involves answering questions, resolving customer problems, and delivering professional and considerate customer service.

Responsibilities

• Deliver excellent service by accurately assessing and responding to customer needs.
• Use sound judgement when recommending appropriate solutions.
• Fulfil customer requests.
• Respond professionally to customer enquiries and complaints.
• Handle complex enquiries and complaints in an informed, accurate, and responsible manner.
• Follow the provided resources, procedures, and service guidelines.
• Complete the appropriate documentation accurately for every customer interaction.
• Capture information for customer call-history purposes.
• Send messages to relevant third parties when required.
• Initiate the necessary customer-fulfilment processes.
• Remain informed about programme and product information through continuous learning.
• Maintain strict confidentiality.
• Comply with applicable legislation and guidelines governing the use of customer data.

Requirements

• Matric or an NQF Level 4 qualification.
• At least six months of call-centre experience.
• Previous call-centre, retail, or customer-facing experience is highly recommended.
• Ability to communicate in English.
• Willingness and ability to work rotational shifts.

Skills & Competencies

• Excellent verbal and written communication.
• Professional business-writing and chat-support skills.
• Strong customer-service orientation.
• Attention to detail.
• Problem-solving.
• Adaptability.
• Resilience.
• Sound judgement and decision-making.
• Complaint handling.
• Accurate data capturing and documentation.
• Ability to handle complex customer enquiries.
• Ability to learn product and programme information.
• Professional and considerate communication.
• Ability to maintain customer confidentiality.

Other

Employment Details

• Long-term contract position.
• Based in Woodstock, Cape Town.
• Rotational shift work.
• Requisition number: 6501.
• The recruiting partner is Merchants Recruitment.