Customer Service Agent - Brackenfell at Shoprite Group of Companies

Purpose of the Job    
The purpose of the Customer Service Agent role is to provide our customers with the best customer service experience.This role will answer questions, resolve any emerging problems, and provide product / service information with accuracy and efficiency to our customers as needed. The role is a critical part of company's frontline company support, ensuring customers’ requests are actioned with a sense of urgency, care, and understanding. The Customer Services Agent ensures that customer calls and concerns are properly considered, captured on the system, and resolved with the goal of creating an exceptional experience in an environment of shared team knowledge. To ensure that we optimise our service delivery to our customers and align with our teams, this role the working hours are a 45-hour work week scheduled according to a planned weekly schedule (any five days from Monday to Sunday (shift work), including public holidays) within legislative requirements. 

Job Objectives    

• Delivering high quality customer service and continually contributing towards a culture of customer service 
• excellence – being passionate about the customer experience!
• Managing all incoming calls and communicating clearly with our customers, providing support pertaining to questions, resolution of any emerging problems and product / service information with accuracy.
• Being proactive to urgent/emergency situations in accordance with product/service guidelines.
• Providing timely escalation of requests and updating our customers on the progress of resolution.
• Remaining knowledgeable of performance requirements, brands, products, campaigns, and process documentation – being passionate about your own development!
• Ensuring all service level goals are understood and achieved.
• Taking the necessary steps to drive up customer retention. 
• Following all set Shoprite standards, policies and procedures and providing input when something is not working as well as it should. 
• Proactively seeking ways to continuously improve the customer experience.
• Taking initiative and assist teammates in need, where possible (example: with knowledge transfer or language barrier with customer).
• Supporting other responsibilities that may be assigned from time to time.

Qualifications    

• Grade 12 / Matric - (essential)
• Degree/Diploma or Courses in Communications or a related field - (beneficial)

Experience    

• +1 years’ experience in a Customer Services environment or similar role – (essential). 
• Strong proficiency in Microsoft Office 365, including SharePoint Online – (essential).
• Experience in a retail / contact centre environment – (desired).

Knowledge and Skills    

• People orientated - enjoy working with people in a big team engaging with customers, showing patience and empathy.
• Service orientated – committed to providing high-quality customer service. Ensure customer needs are understood, concerns timeously resolved, and expectations met. Always applies customer first!
• High level of self-motivation to set, meet and exceed on goals and expectations. 
• Has integrity and takes accountability for actions and mistakes. 
• Curious and willing to learn – proactively identifies new areas for learning; seizes learning opportunities and actively uses newly gained knowledge and skill on the job. 
• Communication – excellent listening, well-spoken and articulate, keeping conversations clear and productive when resolving queries and leaving a good impression. Always thinking customer first!
• Detailed, rule-orientated, and organised – diligently follows instructions and procedures; vigilantly watches over work processes, tasks, and outputs to ensure accuracy and initiates action to correct any quality concerns. 
• Numeracy – interprets multiple sources of information to come to sound conclusions. Quickly grasps and able to perform numeric calculations.
• Results-oriented and quality-focused – sets stretch goals for self and others, while remaining focused and working tenaciously toward meeting and exceeding expectations within quality standards.
• Ability to work under pressure and manage multiple demands while organizing, prioritizing, and reordering workload in a rapidly changing and fast-moving environment. 
• Team player and collaborative partner – confident communicator with good interpersonal skills and the ability to build meaningful, sound relationships both internally and externally