Customer Service Agent

Job Description

·         Identify and understand customer needs to consistently provide a high quality service.

·         Follow clear instructions and guidelines to investigate, resolve and process high volume customer enquiries in a timely and effective manner.

·         Escalate any queries or complaints to the appropriate channels to ensure they are handled and resolved in a timely manner.

·         Provide accurate information on products and services to clients to ensure consistency across the organization.

·         Promote and cross-sell the UK client’s products and services to complement existing products (where applicable) and enhance customer experience and loyalty.

·         Operate customer related information systems to maintain and secure records.

·         Contribute to the success of the team and the business by achieving personal targets.

·         Adhere to the company and department standards, policies and procedures.

Qualifications

·         Grade 12 / Matric

·         Minimum of 6 months call center experience in a service environment

·         UK call center experience advantageous

Additional Information

Required Skills:

·         Computer literacy

·         Proficient in MS Word, Email and good typing speed

·         Neutral accent with excellent verbal and written English communication skills

Competencies:

·         Customer service orientation

·         Results driven

·         Quality focus

·         Ability to work under pressure

·         Ability to adapt to constant changes

·         Ability to work in teams

·         Empathetic