Customer Care Agent - Cape Town at Sea Harvest Corporation (Pty) Ltd

JOB PURPOSE:

• To support clients, customers, and Fish Shop stores by answering inquiries via inbound calls, outbound calls, email, chat and/or WhatsApp. We expect that every interaction will be dealt with intention on FreshDesk ensuring full information and excellent quality service.
• This role requires an enthusiastic individual to enable our business to better understand their customer and employees by providing solutions and exceptional experience and resolving issues faster.
• The agent is responsible for maintaining customer satisfaction through the provision of problem solving and providing best-in-class customer service.

KEY RESPONSIBILITY AREAS:
Duties are listed but not limited to:

• Responsible for managing Sea Harvest Customer Care and ensuring query resolution.
• Inbound and outbound activities utilizing various communication channels.
• Customer Care through excellent service on every interaction, measured via quality, written/verbal communication and accuracy of information provided.
• Proactively manage customer expectation based on common trends in the contact centre.
• General Enquiry management.
• Administration and changes
• Individualized support
• Achieving set strategic targets
• Be able to offer comprehensive solutions too the customer based on their needs and requirements.

REQUIREMENTS & COMPETENCIES:
The ideal candidate will have the following qualifications and attributes:

• Matric
• Fluent in English and at least 1 other language
• Computer Literacy (Microsoft Office) - higher level than basic preferred
• Min 1 year call centre in an omni channel environment or
• Customer Care work experience (Retail, FOH, Reception, etc) with excellent verbal and written communication
• Contact centre qualification advantageous.
• Customer-Centric
• Proven Customer Care ability
• Problem solving ability.
• Telephone Etiquette
• Numeric ability
• Ability to multi-task