Job Title

Nightshift /day Customer Experience Specialist

South Africa, Gauteng
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Market Related
Area: South Africa, Gauteng
Sector: Call Centre
Posted: 5 March 2024

Job Details

Purpose of Job:

A well-established company with excellent growth opportunities is looking for dynamic, mature, professional and experienced individuals to manage customer requests, while maintaining the service level agreements and exceptional customer service.

 

 Job Description:

  • Identify the needs of the end user
  • Answer chats, calls and respond to social media queries & emails
  • Research required information using available resources
  • Manage and resolve customer complaints
  • Provide customers with product and service information
  • Enter and update customer information into system
  • Identify and escalate priority issues
  • Follow up customer calls where necessary
  • Meets or exceeds quality and productivity goals assigned by management.
  • Demonstrates clear and polite written and oral communication.
  • Maintain a positive and professional demeanour and portray the company in a positive light.
  • Demonstrates appropriate sense of urgency across channel responses and service levels.
  • Follow company policies and processes in order to process customer requests appropriately.
  • Demonstrates knowledge and use of departmental resources, policies, and procedures.
  • Uses customer service tools in order to provide an accurate response and an exceptional customer experience.
    • Escalates customer issues appropriately and correctly. Demonstrates timely, accurate and professional customer service.
    • Proactively communicates system and process issues, and customer feedback trends to management.
    • Exceeds customer expectations by going above and beyond.

     

    Minimum Requirements

    • Grade 12
    • Must be bilingual (verbal and written) in English & one other languages:
    • Previous customer service experience advantageous
    • Strong PC literacy
    • Strong customer orientation
    • Availability to work shifts (International Call Centre)

     

    Working hours:

    Office based candidates are required to work Monday to Friday 08h00 – 17h00 Saturday 08h00 -12h00

  • Nighshift working hours are 18:00 to 6:00 4 days in and 4 days off