Contact Centre Agent

Contact Centre Agent

About Us:

We are a forward-thinking company dedicated to innovation and excellence in the retail sector. Our commitment to our employees' professional growth and well-being is unwavering. The role of a Contact Centre Agent is central to providing effective customer service and maintaining positive interactions with customers. You will serve as the primary point of contact for customers who reach out for assistance, information and issue resolution.

What You'll Do:

A Contact Centre Agent is responsible for providing exceptional customer service through various communication channels, including phone and email. You will serve as the primary point of contact for customers, addressing inquiries, resolving issues, and ensuring a positive customer experience. The agent must possess strong communication skills, problem-solving abilities, and a customer-focused mindset.

Key Responsibilities:

1. 1.      Customer Interaction:

• Answer incoming calls and respond to emails promptly and professionally.
• Listen attentively to customer inquiries and concerns, understanding their needs and providing accurate information.
• Identify opportunities to upsell or cross-sell products and services when appropriate.

1. 2.      Issue Resolution:

• Investigate and troubleshoot customer issues, aiming to resolve problems efficiently and effectively.
• Escalate complex issues to the appropriate departments as and when required.
• Follow established guidelines and procedures to handle customer complaints and resolve conflicts.

1. 3.      Information Management:

• Accurately record and update customer information, interactions, and inquiries in the company's customer database.
• Maintain a thorough understanding of the company's products, services, policies, and procedures to provide accurate information to customers.

1. 4.      Communication:

• Communicate clearly and professionally to customers, ensuring they understand the information provided and any potential solutions.
• Collaborate with internal teams to gather information and provide updates on ongoing customer issues.

1. 5.      Quality Assurance:

• Adhere to predefined scripts, guidelines, and performance metrics to ensure consistent and high-quality customer interactions.
• Participate in in-house training sessions to enhance product knowledge and customer service skills.
• Stay updated on industry trends and best practices to stay current with customer service techniques.

What We Are Looking For:

• Higher School Certificate or Equivalent qualifications.
• At least 2 years’ work experience in a similar role.
• Excellent verbal and written communication skills.
• Strong active listening skills and empathy towards customers.
• Excellent interpersonal, negotiation, and conflict resolution skills.
• Ability to work in a fast-paced environment and adapt to changes.
• Customer-focused attitude and dedication to delivering exceptional service.
• Basic knowledge of MS Office - Excel, PowerPoint and Outlook.
• Ability to work independently and as part of a team.

What We Offer:

• Competitive compensation and benefits package.
• Standard office working hours – No night shifts.
• Opportunity to work with a diverse and inclusive team.
• Professional growth and development through continuous learning opportunities.
• A supportive and innovative work environment that values your ideas.

Join Us:

If you are ready to take your career to the next level and contribute to the success of a dynamic organization, we encourage you to apply! Please submit your resume and a cover letter detailing your relevant experience and explaining why you're the perfect fit for this role. We cannot wait to hear from you and explore the possibilities of working together to achieve greatness. Join us in shaping a workplace where excellence is celebrated, and each individual's unique talents are recognized.