CRM:                                      Call Centre Agent

Job Category:                       Retail

Job level:                              Consultant

Location:                               Johannesburg

Education level                   Matric, Call centre, Customer service

Key Responsibilities:

Answer calls and emails that pertain to the business enquiries

Provide sufficient and relevant information that will bring satisfaction to the caller/sender

Exhibit the right attitude when answering calls and emails – always maintain patience

Courteous and businesslike conversation (written or verbal) with every caller

Give definite information to callers/senders

Follow rules and regulations set by Business and superiors.

Ensure caller/sender satisfaction in every encounter

Promptly and courteously attend to caller/sender needs at all times

Update relevant systems at all times

Punctual and achieve targets within specified time frame

Timesheets

Generate/Write accurate reports to Management and Clients

Team support and training

Candidate Requirements

Grade 12 /Matric

3 – 5 years’ experience in a Call Centre Environment

Excellent communication in English – speak, read and write

Solid computer literacy

Excellent phone etiquette

No criminal or credit record

Retail experience

Customer service

Contact experience

Able to work on weekends, public holidays and flexible hours as required

Personal Attributes:

Excellent understanding or experience of delivering great customer service to a customer

High degree of patience and assertiveness

Conflict resolution skills

Trustworthy, professional and reliable, including dealing with confidential information

The ability to work well under pressure

Practice good time management and willingness to work longer than normal office hours

Remains focused in order to handle objections

Customer focused and service orientated.

Punctual