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