Details
Customer Service Centre Agent (SHO211224-5) – Shoprite Group of Companies
Job Details
Closing Date
2022/01/07
Reference Number
SHO211224-5
Job Title
Customer Service Centre Agent
Job Type
Permanent
Location – Country
South Africa
Location – Province
Western Cape
Location – Town or City
Brackenfell, Cape Town
Purpose of the Job
The Customer Service Centre Agent will provide telephonic and email support to customers with regards to queries, complaints and product information related to in-store supermarket services, in a professional manner. To promote a positive image of the company through telephonic and written interaction.
Job Advert Details
Job Category
Customer Service
Job Objectives
- Customer Support:
Provide telephonic customer support and respond to emails
Address telephonic complaints and general queries in a professional manner and in line with set standards
Adhere to sound written communication principles
Maintain customer service standards and promote a positive image of the Company
Escalate complaints/enquiries/information to relevant operational level
Ensure complaints/questions are answered/resolved in a reasonable time-frame
Follow-up on customer enquiries and complaints, if applicable
Address complaints referred by Social Media Department and provide written and verbal feedback, according to set standards - Mobile and web product user support:
Maintain up-to-date knowledge on relevant e-product information (e.g. Air Time redemption, mobile coupon redemption, etc.) and address queries accordingly
Follow-up on customer complaints. - Administration:
Log all incoming calls on a Customer Feedback CRM system, according to set guidelines in real time
Ensure all captured information is accurate and complete
Report incidents according to set guidelines
Maintain quality control principles and recommend process improvements - Customer Service:
Meet client expectations and maintain quality customer service principles
Address customer complaints and provide necessary feedback
Adhere to professional telephone etiquette and principles
Maintain confidentiality
Working hours:
40 hours work Sunday, scheduled any five days from Monday to Sunday, including public holidays:
Mon – Sat: 08h00 – 17h00
Sun/PH: 09h00 – 17h00
Qualifications
Matric (Grade 12)
Experience
5 years + Consumer complaint resolution environment
5 years + Inbound and outbound call centre
Retail complaints experience would be very advantageous
Knowledge and Skills
3 years world-class customer service principles
How to apply :
https://shoprite.erecruit.co/candidateapp/Jobs/View/SHO211224-5