Inbound Call Centre Agent - Office UK at Truworths

Job Description    

• At Truworths, you'll find a dynamic business environment where our staff is constantly challenged to reinvent the way we do business in order to keep us at the forefront of the South African fashion industry.
• Take a walk through our stores or offices and you'll encounter an infectious love of fashion and a tangible will to succeed among the people who make up our business – both of which are key to keeping us at least one step ahead of the competition.
• Our Customer Services department requires agents with a real passion for retail and commitment to a high level of customer service, to work in our Multimedia Department and Ecommerce Customer Service team.

 Assisting on varies business platforms such as:

• Social media
• Webchat
• Emails

Key Responsibilities:

• Answering customers' enquiries via Chat, Email, and Social Media.
• High level queries escalated to CEO to be investigated and resolved
• Liaising with UK colleagues , couriers and third party in a professional and cautious manner
• Deliver the right information, while using multiple tools and business platforms simultaneously.
• Providing efficient and accurate customer service, explaining possible solutions, and ensuring the customer feels supported and valued.
• Ensure that you follow up and resolve all your pending queries in the timeframe agreed with you
• Respond to email queues promptly and appropriately.
• Process ad hoc tasks and/or refunds accurately.
• Identify and escalate problematic queries timeously.

Qualifications and Experience    
Qualification/s:

• Matric or equivalent qualification.

Experience / Knowledge:

• 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
• Strong analytical, problem solving and investigative skills
• Exceptional customer Service Experience
• Must be proficient in contact centre systems
• UK Call Centre experience advantageous

Competencies    
Technical:

Essential Competencies:

• Computer literate (Excel, Word).
• 35 WPM typing speed

Behavioural:

• 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 and self sufficient
• Ability to work under pressure
• Able to work in a team and independently
• Availability and willingness to work overtime/public holidays where required
• Extremely self-motivated & organized with the ability to multitask & prioritize

Deadline:20th August,2026