Customer Service Agent

Introduction

Pepkor Lifestyle is looking for a dynamic individual to join the Customer Resolution Centre team. The individual will be required to effectively manage, resolve and escalate customer queries in all communication channels to ensure delivery of a differentiated customer experience.

Description

• Current knowledge of best practices for Customer Services in a retail environment
• General Understanding of CPA (Customer Protection Act)
• Knowledge of Pepkor Lifestyle policies, practices, processes and systems
• Knowledge of CRM systems and practices
• Social Media Proficiency
• MS Proficiency
• Understanding of the Pepkor Lifestyle operating model and value chain
• Express and implied ethical responsibilities

Minimum requirements

• Grade 12
• One-year experience in Customer Resolution Centre/Customer Service
• Tertiary qualification advantageous

Skills

• Strong written and verbal communication skills
• Personal Resilience
• Multi-tasking
• Effective Time Management
• Interpersonal Skills
• Active Listening and Interpretation skills
• Conflict Management
• Ability to work under pressure

Behaviours

• Energy and Drive
• Customer Orientation
• Problem Solving
• Planning and Prioritising
• Assertiveness
• Excellence Orientation
• Following Instructions and Procedures
• Attention to detail
• Working with People
• Delivering Results and Meeting Customer Expectations