Job Description

Purpose of the Job

We are seeking a highly skilled and customer-focused Granting Clerk to join our team. As the primary point of contact between our company and its current and potential customers, the Granting Clerk will be responsible for effectively handling a high volume of inbound and outbound calls, resolving customer complaints and inquiries, and providing exceptional customer service. The successful candidate will possess excellent communication skills, a strong customer focus, and the ability to work in a fast-paced, dynamic environment.

Job Objectives

Manage a high volume of inbound and outbound calls in a timely and efficient manner, ensuring that customer satisfaction is at the core of every interaction. Identify and flag possible fraudulent telephone numbers and listen for indications of fraudulent data supplied. Follow established communication scripts and protocols when handling various topics and customer inquiries. Clarify customer information, research issues, and provide effective solutions in a timely manner. Build sustainable relationships with customers by taking the extra mile to meet their needs and exceed their expectations. Maintain accurate and detailed records of all conversations in our call centre database. Meet team qualitative and quantitative targets, demonstrating a track record of over-achieving quota.

Qualifications

Essential; Matric

Experience

Previous experience in a customer support role, preferably in a call centre environment. Proven track record of over-achieving quota and meeting customer satisfaction targets. Excellent phone and verbal communication skills, with active listening and empathy. Familiarity with UCS systems and practices (or willingness to learn). Strong multi-tasking, prioritization, and time management skills, with the ability to adapt to different personality types and customer needs. Customer-focused and adaptable, with a strong commitment to delivering exceptional customer service.

Knowledge and Skills

Applicant Feedback Policy

Shoprite endeavours to provide feedback to all candidates whenever possible. However, if you do not hear from one of our Recruiters within 30 days, please accept that your application was unsuccessful