Job Description

Customer Service Agent

We are a people orientated business that provides outsourced contact centre solutions and specialises in customer life cycle management. Our people are our most important asset. We create a culture of empowerment and accountability with a focus on skills, talent, and career development for all our people within the business. Our highly engaged environment displays our passion to create a great place for our people to work and it is teamwork that drives our success.

Job Purpose:
Nutun CX is currently seeking Customer service representatives who will be working UK campaign to help with inquiries made by customers related to energy specifically Kraken system, customer complaints and claims by means of inbound and outbound calls.

Job Objectives:

• Minimum 6 months Kraken experience compulsory.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Follow communication procedures, guidelines and policies.
• Willingness to learn and go the extra mile for the customers.
• Receiving a high volume of calls from customers.
• Striving to achieve first call resolution and maintain the quality of service provided by the call center.
• Using listening skills to understand the needs and complaints of the customer before offering them the best possible solution.
• Responding efficiently to customers and creating a positive experience.
• Remaining calm and professional while dealing with angry customers and providing them with the best solutions to resolve their issues.
• Joining a team of Call Center Customer Service Representatives and building a positive relationship of teamwork, trust, and excellence.
• Understanding and using the required software, reports, tools, and metrics.
• Transferring and escalating the calls to the appropriate department if needed
• Participating in training and striving to increase and improve existing skills.
• Adhering to all company policies and procedures.
• Achieving set KPI's designated by the campaign and ensure a high level of customer service is provided on every call

Education and Competencies:

• Matric Certificate
• Excellent command of the English language
• Strong reading comprehension of English.
• Sufficient educational background and screening
• Meet English assessment tests upon screening.
• Basic computer skills
• Willingness to rotate shifts.
• Attention to details.
• Willingness to learn.

We endeavour to provide feedback to all candidates whenever possible, however, if you do not hear from us within 14 days from the closing date, please consider your application unsuccessful.

All positions will be filled in accordance with our Group Employment Equity plan.

Nutun