About the job
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 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).
- Click here to apply!
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.
Please take note that by responding to this application and providing your personal information, you confirm your express and informed consent for Shoprite Checkers (Pty) Ltd and all its subsidiaries and affiliates companies to process your personal information for the Company to consider your application for this position. All Personal Information which you provide to the Company will be used and/or retained only for the purposes for which it is collected, whereafter it will be permanently destroyed. Your information is only retained if it is required by law or where you have given consent to us to retain such information for an extended period.
If you don’t hear from us within 14 days, please consider your application unsuccessful. Any personal information collected as part of your application will be destroyed, securely, in accordance with South African legislation.