Call Centre Agent - Office UK at Truworths

Job Description    

• At Truworths, you'll find a dynamic business environment where our staff is constantly challenged to reinvent the way we do business in order to keep us at the forefront of the South African fashion industry.
• Our Customer Services department requires agents with a real passion for retail and commitment to a high level of customer service, to work in our Office UK Customer Service team.

Key Responsibilities    

• Answering customers' inquiries via Chat, Email, and Social Media.
• High level queries escalated to CEO to be investigated and resolved
• Liaising with UK colleagues , couriers and third party in a professional and cautious manner
• Deliver the right information, while using multiple tools and business platforms simultaneously.
• Providing efficient and accurate customer service, explaining possible solutions, and ensuring the customer feels supported and valued.
• Ensure that you follow up and resolve all your pending queries in the time frame agreed with you
• Respond to email queues promptly and appropriately.
• Process ad hoc tasks and/or refunds accurately.
• Identify and escalate problematic queries timeously.

Qualifications and Experience    

• Matric or equivalent qualification
• A minimum of 12 months experience within a contact centre in an agent or similar role
• Excellent level of proficiency in written & spoken English
• Strong analytical, problem solving and investigative skills
• Exceptional customer Service Experience
• UK Call Centre experience advantageous

Competencies    Technical:
Essential Competencies:

•   Computer literate (Excel, Word).
•   35 WPM typing speed

Behavioural:

•   Customer/Client focus
•   Effective time management skills
•   Attention to detail
•   A good deal of accuracy
•   Ability to follow set procedures
•   The ability to be pro-active and constantly seek a better way of doing things
•   Good time management and self sufficient
•   Ability to work under pressure
•   Able to work in a team and independently
•   Availability and willingness to work overtime/public holidays where required
•   Extremely self-motivated & organized with the ability to multitask & prioritize