Customer Service Centre Agent, Western Cape - Shoprite Group

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 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 week, 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 of world-class customer service principles