Customer & Service Agent

This award-winning company is seeking a dedicated Customer Service Agent to be the cornerstone of its daily customer service operations. In this pivotal role, you will be at the heart of ensuring seamless interactions between members, merchants, and stakeholders, driving excellence in every aspect of service delivery.

As a Customer Service Agent, you will collaborate with the company's technology, operations, marketing, and merchant management teams to enhance the overall customer and merchant experience. With strong organizational and communication skills, a customer-centric approach, and a knack for problem-solving, you will play a crucial role in maintaining the high standards that this award-winning company is known for.

POSITION INFO:

Your Responsibilities as Agent:

1. Customer and Merchant Service Operations: Manage daily inquiries, complaints, and feedback via phone, email, and other channels.
2. Assist in developing and implementing service policies and procedures for consistent delivery.
3. Monitor service metrics and report regularly to the Programme Executive.

1. Team Support and Coordination: Coordinate activities to ensure smooth customer service operations.
2. Contribute to service function design, SOPs, and policies, with a focus on continuous improvement.
3. Support performance enhancement through training and self-service setup.

1. Customer and Merchant Experience Enhancement: Collaborate with marketing to implement strategies that boost customer and merchant satisfaction.
2. Work with merchant management for seamless support.
3. Collect and analyze feedback to identify improvement areas.
4. Resolve customer and merchant issues promptly.
5. Maintain a tracking system for issue resolution.

1. Communication and Reporting: Prepare and present reports on service performance, issues, and trends.
2. Communicate service policies and updates to the team and relevant departments.

1. Process Improvement: Assist in reviewing and enhancing service processes for greater efficiency.
2. Leverage technology solutions to improve service delivery.

Qualifications & Requirements:

1. Grade 12 / Matric.
2. Post-school qualification in customer service, operations, or related field.
3. Proven customer service experience, preferably in retail.
4. Proficiency in CRM software and social media interactions.
5. Strong problem-solving skills and a customer-centric approach.
6. Ability to collaborate with cross-functional teams.