Customer Service Centre Agent

Role Purpose

The purpose of the Customer Service Centre Agent role is to support all inbound and outbound customer interactions for all supported contact centre channels in a friendly, knowledgeable, and professional manner. To promote a positive image of the company through telephonic and email interaction whilst solving problems.

Role Description

• Support customer interactions across various channels (including voice, email, chat, social media)
• Answer and resolve customer interactions timeously to drive a First Contact Resolution (FCR) culture, by being knowledgeable and able to troubleshoot effectively.
• Remain knowledgeable of performance requirements, brands, products, programmes and process documentation.
• Ensure necessary systems are updated accordingly.
• Provide accurate, valid, and complete information to customers.
• Ensure all Service Level Agreements are adhered to and strive to meet set KPI targets.
• Take the necessary steps to drive up customer retention.
• Ensure all set Shoprite standards, policies and procedures are followed.
• Proactively seek ways to continuously improve the customer experience.
• Identify and escalate potential system and process improvements with the aim to enhance the customer’s journey.
• Escalate complaints.

Qualifications and Experience

• Grade 12 / Matric – essential.
• +3 years in a Customer Service environment in a similar role, with the ability, knowledge, and skills in providing excellent customer service support – (essential).
• Proficient in Microsoft O365 with a focus on applicable tools to execute areas of function – (essential).

Our Group is committed to creating, embracing, and preserving a diverse workplace that values the unique talents, perspectives, backgrounds, and abilities that enrich our organisation. A place where everyone matters and feels included.

We are committed to Employment Equity when recruiting internally and externally.