Inbound Call Centre Agent - Ecommerce at Truworths

Key Responsibilities    

• Take inbound calls related to E-commerce (online) and Fashion Delivery orders.
• Assist the customer with tracking their orders.
• Assist customers with online profile.
• Liaising with couriers and stores and giving feedback to the customer
• Preparation for contacts answered.
• Personality and quality of multimedia correspondence (works at enhancing relationships with customers).
• Exercises good judgement as to when to educate the Customer (for example, benefits of payment, NCA, Fashion Delivery Service, consequences of non-payment etc.).
• Administration – demonstrates an ability to adhere to administrative procedures with speed and accuracy.
• Department performance – actively contributes towards responding to Customers within 48 hours. Drives own training.

Qualifications and Experience    

• Matric qualification
• Clear criminal and credit history
• A minimum of 12 months experience within a contact centre in an agent or similar role
• Excellent level of proficiency in written & spoken English
• Extremely self-motivated & organised with the ability to multitask & prioritise
• Strong analytical, problem solving and investigative skills
• Exceptional customer Service Experience
• Must be proficient in contact centre systems
• Basic computer literacy
• Basic ‘Vision-Nexus’ experience
• Availability and willingness to work overtime/public holidays where required
• 40 WPM typing speed

Competencies    

• 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
• Ability to work under pressure
• Able to work in a team and independently