Description

Merchants Recruitment is recruiting International Call Centre Agents for a high-end international client operating in the luxury hotel sector.

The successful candidates will join a customer-service contact centre and receive training before beginning their assigned duties. The role focuses on moderating customer reviews, responding to email queries and providing professional support in English.

Responsibilities

• Moderate customer reviews.
• Respond to customer email queries in English.
• Meet or exceed assigned quality goals.
• Meet or exceed assigned productivity goals.
• Communicate clearly and politely in writing and verbally.
• Maintain a positive and professional manner.
• Represent the company positively.
• Respond to customer reviews and emails with the required sense of urgency.
• Meet required service levels.
• Follow company policies and processes.
• Process customer requests appropriately.
• Use departmental resources, policies and procedures.
• Use customer-service tools to provide accurate responses.
• Deliver an exceptional customer experience.
• Escalate customer issues correctly and appropriately.
• Provide timely, accurate and professional customer service.
• Report system and process issues to management.
• Report customer-feedback trends to management.
• Work towards exceeding customer expectations.
• Complete other duties assigned by management.

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Requirements

• Grade 11 / NQF Level 3 or Grade 12 / NQF Level 4.
• South African citizenship.
• Clear criminal record.
• Clear credit record.
• Strong command of the English language.
• Written and verbal English fluency suitable for an international client.
• At least six months of sales experience.
• At least 12 months of customer-service experience.
• Willingness to work evening or night shifts.
• Willingness to work weekends.

The following will be advantageous:

• Six to 12 months of previous international call-centre experience.

Skills & Competencies

• Exceptional customer-service skills.
• Strong written communication skills.
• Strong verbal communication skills.
• English fluency.
• Professional conduct.
• Positive attitude.
• Ability to meet quality targets.
• Ability to meet productivity targets.
• Ability to follow policies and processes.
• Ability to use customer-service tools.
• Ability to identify and escalate customer issues.
• Ability to work with urgency.
• Ability to communicate operational issues to management.
• Ability to exceed customer expectations.
• Energy and drive.

Other

Recruiting Partner: Merchants Recruitment

Client: High-end international client

Client Industry: Luxury hospitality / five-star hotel

Employment Type: Long-term contract

Shift: Night shift

Location: Western Cape

Salary: Market-related

Transport: Door-to-door transport will be provided.

Requisition Number: 6480