Contact Centre Agent
Contact Centre Agent
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Job Title: Contact Centre Agent
Location: CapeTown
Job Type: Fulltime
Reports to: Contact Centre Manager & appropriate Director
These are new roles for a client that is establishing a Cape Town contact centre operation. They will be looking for a manager in the fulness of time and they are hoping that one of the initial Two agents will have the right Attitude and Aptitude to fore fill this role there is therefore progression opportunities for the right applicants.
A Contact Centre Agent serves as the primary point of communication between a company and its customers and prospects.
This role involves Two areas which you will be required to work across depending upon the business needs.
They are:
Business Development: This will involve identifying targets as well as using provided data and contacting them with the objective of booking an appointment for one of the Directors to deal with. There will a bonus scheme associated with appointment making and the successful signing of the contract.
Customer Service: Handle customer inquiries via phone email live chat or social media.
- Resolve customer complaints in a professional and timely manner.
- Provide accurate information regarding products services and company policies.
- Maintain records of customer interactions transactions and feedback using CRM software.
- Escalate complex issues to relevant departments or supervisors when necessary.
- Achieve and maintain service level agreements (SLAs) and quality metrics.
- Upsell or crosssell products when appropriate.
- Stay uptodate on company policies procedures and product/service updates.
- Conducting customer surveys
Required Skills and Qualifications:
- High school diploma or equivalent (higher education preferred).
- Proven customer service experience in a contact centre or similar environment.
- Excellent communication skills both written and verbal.
- Strong problemsolving skills and the ability to handle challenging situations.
- Proficient in CRM systems and other contact centre software.
- Ability to multitask prioritise and manage time efficiently.
- Strong attention to detail and organisational skills.
- Team player with a positive attitude and strong work ethic.
- Flexible schedule including the ability to work weekends holidays and shifts as required.
Preferred Qualifications:
- Experience with sales and upselling techniques.
Key Competencies:
- Customer focus
- Adaptability
- Empathy and patience
- Attention to detail
- Problemsolving
- Good time management
Working Conditions:
- This role is office based.
- Working hours are 09.00 to 17.30 (UK time) Monday to Friday
Compensation:
- Base salary plus performancebased incentives
Employment Type
Full Time
