Job Description

Purpose of the Job

The purpose of the Contact Centre Agent is to provide efficient customer support for all inbound and outbound customer interactions within available contact centre channels in a timely, friendly, knowledgeable, and professional manner. This involves providing a personalized service to customer needs by evaluating client queries and complaints to accurately guide them towards a solution or escalate the incidents concerned for further resolution. This role operates within a fast-paced and dynamic environment with reasonably large volumes of customer interactions. Working hours are a 40-hour work week, scheduled any five days from Monday to Sunday (shift work 8am -8pm) including public holidays.

Job Objectives

Support customer interactions across various channels (including voice, email, chat, social media, etc.).

Answer and resolve customer interactions timeously to drive a First Contact Resolution (FCR) culture, by being knowledgeable and able to troubleshoot effectively.

Responsible to continually contribute towards a culture of excellence and innovation.

Own and manage all non-FCR interactions by escalating it to the relevant Resolution Owner, gaining feedback and relaying the information back to the customer.

Remains 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.

Qualifications

Grade 12 / Matric - (essential).

NQF level 4, Post matric qualification - (preferred).

Experience

+1 years in a Customer Service environment in a similar role, with the ability, knowledge and skills in providing excellent customer service support - (essential).

Knowledge and Skills

Proficient in Microsoft O365 with a focus on applicable tools to execute areas of function - (essential).

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