Customer Service Centre Agent (JHB) at Shoprite Group of Companies

Purpose of the Job

The purpose of the Customer Service Centre Agent role is to support all inbound and outbound customer interactions for all supported contact centre channels in a friendly, knowledgeable, and professional manner. To promote a positive company image through telephonic and email interaction whilst solving problems. 

Job Objectives    

• Support customer interactions across various channels (including voice, email, chat, and social media)                                                                                   
• Answer and resolve customer interactions timeously to drive a First Contact Resolution (FCR) culture, by being knowledgeable and able to troubleshoot effectively.
• Remain knowledgeable of performance requirements, brands, products, programmes, and process documentation
• Ensure all Service Level Agreements are adhered to and strive to meet set KPI targets
• Ensure all set Shoprite standards, policies, and procedures are followed
• Identify and escalate potential system and process improvements with the aim to enhance the customer’s journey.

Qualifications    

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

Experience    

• +3 years in a Customer Service environment in a similar role in a similar role, with the ability, knowledge, and skills in providing excellent customer service support – (essential).
• Experience in a retail/contact center environment – (desired).

Knowledge and Skills    

• Proficient in Microsoft O365 with a focus on applicable tools to execute areas of function including SharePoint Online – (essential).

Key competencies and work ethic

• 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 goals and expectations.
• Has integrity and takes accountability for actions and mistakes.