Job Description

ROLE OVERVIEWThe primary role of an Incoming Call Centre Agent is to answer all incoming calls and ensure all callers have the information and assistance needed whilst providing a positive experience of Hungry Lion. The Incoming Call Centre Agent is the xe2x80x98face of Hungry Lion.You will be required to work a rotational shift including some weekends and public holidays during our operational hours.DUTIES/ RESPONSIBILITIES

• First point of contact for internal and external customers
• All calls to be managed promptly by answering all inbound telephone calls within average handling time
• Providing information of all Hungry Lion products, specials, store locations, trading hours etc.
• Answer and direct all Head Office calls accurately
• Actively identify Head Office vs Store calls to reduce number of store destined calls
• Ensuring that calls are transferred to the department or staff member as per laid down processes
• De-escalate situations involving dissatisfied customers, offering patient assistance and support
• Record all complaints on the CRM tool, Freshdesk
• Handle incoming live chats

REQUIREMENTS

• Grade 12
• Must have at least 6 months - 1 years experience in a call centre environment or similar environment
• Must be able to travel with ease to our Warehouse in Kraaifontein on a daily basis
• Must be willing to work flexible hours

COMPETENCIES

• Excellent customer service, verbal communication, phone skills and a high level of professionalism
• Must be able to demonstrate a customer centric approach
• The ability to liaise and communicate confidently and professionally with internal and external customers at all levels in multiple countries
• Natural aptitude for problem-solving in a timeous manner
• Excellent communication skills in English and one other official language
• The ability to work under high pressure in a fast-paced environment with numerous tasks handled simultaneously
• Great active listening skills
• Exceptional interpersonal and rapport building skills
• A patient and empathetic attitude
• Strong time management and organizational skills
• Adaptability and flexibility
• Tech savvy

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