Contact Centre Agent - Shoprite Group

Purpose of the Job

Ever consider joining the Customer Contact Centre at Shoprite?

As our customers are at the core of our business, we are invested in finding the best people possible to delight and support them.

As a Contact Centre Agent, you will be responsible for supporting all inbound and outbound customer interactions for all supported contact centre channels in a friendly, knowledgeable and professional manner.

Our working hours are a 40-hour work week scheduled any five days from Monday to Sunday (shift work between 8h00 - 20h00), including Public Holidays.

Job Objectives

You will be required to:

• Support customer interactions across various channels (including voice, email, chat, social media, etc.) and resolve customer interactions timeously to drive a First Contact Resolution (FCR) culture, by being knowledgeable and able to troubleshoot effectively.
• Be responsible to continue contributing towards a culture of excellence and innovation.
• Own and manage all interactions that require escalating to the relevant Resolution Owner, gaining feedback and relaying the information back to the customer.
• Remain knowledgeable of performance requirements, brands, products, programmes and process documentation.
• Provide accurate, valid and complete information to customers.
• Ensure all Service Level Agreements are adhered to and strive to meet set KPI targets, take the necessary steps to drive up customer retention and all set Shoprite standards, policies and procedures are followed.
• This is a permanent role based in Northern Suburbs (Brackenfell), Cape Town with exciting benefits, which includes a contribution to medical aid and provident fund, discount on the company group brands, and more!

Qualifications

• Matric or equivalent qualification
• Post-Matric education would be advantageous

Experience

• 3< years in a Customer Service environment - essential
• 1< year in an Inbound Contact Centre - essential
• 2 years of eCommerce customer service - advantageous

Knowledge and Skills

• Can problem-solve with speed and accuracy.
• Has excellent attention to detail.
• Is a team player that is willing to go the extra mile.
• Takes pride in the work they do.
• Is passionate about people and find ways to improve customer experience.