Omni-Channel Agent

Job Description

Are you confident managing customer conversations across multiple channels while delivering both service and sales outcomes

A leading organisation is seeking Omni-Channel Agents to deliver seamless customer experiences across voice and digital platforms. This role requires individuals who can balance service excellence sales performance and customer retention in a fast-paced multi-channel environment.

Key Responsibilities

Customer Experience & Service Delivery

• Deliver consistent high-quality customer service aligned to defined objectives
• Resolve customer queries effectively on first contact where possible
• Escalate unresolved or high-risk issues in line with defined processes
• Represent the brand professionally across all customer interactions
• Maintain up-to-date knowledge of products systems and processes
• Meet all service quality standards and contracted KPIs
• Educate customers on self-service and digital platforms to drive adoption

Sales & Revenue Contribution

• Identify opportunities to cross-sell and upsell during customer interactions
• Generate quality leads and contribute to conversion targets
• Engage customers confidently on available products and offerings

Retention & Service Recovery

• Manage cancellation requests with a focus on customer retention
• Support outbound retention initiatives where required
• Resolve service product or process-related complaints effectively
• Escalate risks that may impact customer experience or brand perception

Customer Relationship Management

• Maintain and update accurate customer information on all interactions
• Engage customers proactively on campaigns and service updates
• Utilise available data and profiling tools to support targeted initiatives

Omni-Channel Delivery

• Engage customers across multiple platforms including voice email live chat and social media
• Adhere to digital communication standards and social media policies
• Demonstrate strong written and verbal communication across all channels

Collaboration & Teamwork

• Contribute to team performance and support peers where needed
• Share knowledge and best practices to maintain team standards
• Build strong working relationships within the team environment

Training & Development

• Participate in ongoing training and development initiatives
• Complete all required product system and process training
• Take ownership of personal development and performance improvement

Performance Management

• Meet defined performance targets and KPIs
• Monitor individual performance and address gaps proactively
• Adhere to schedules and workforce requirements

Requirements

• Matric Certificate or NQF Level 4 equivalent
• Relevant diploma or degree advantageous
• Minimum 12 years contact centre experience (customer service and sales)

Key Competencies

Technical

• Strong verbal and written communication
• Sales and negotiation skills
• Customer service orientation
• Understanding of contact centre processes and procedures
• Digital communication proficiency (chat email social platforms)

Behavioural

• Problem solving
• Results-driven mindset
• Attention to detail
• Time management and organisation
• Resilience and adaptability
• Ability to generate ideas and improve processes

EE Disclaimer:
All positions will be filled in accordance with the companys Employment Equity plan. We encourage people with disabilities to apply.

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