Multimedia Agent at Flash Group

About the Job

Responsibilities

• Handle and resolve trader’s complaints via digital platforms (WhatsApp, Facebook, Twitter, Instagram, email, live chat & tickets) and telephone.
• Understanding of the email sending/receiving processes and able to comprehend the routing of email.
• Identify possible webchat errors and report them to management.
• Respond to emails, webchats and WhatsApp professionally
• Provide traders with product and service information via WhatsApp, email and live webchat.
• Update trader’s information on the Call centre portal.
• Document all emails information according to standard operating procedures.
• Identify and escalate priority issues to relevant department.
• Follow up on traders/ customer’s chats.
• Being able to report their daily duties on a monthly basis.
• Proven ability to build traders relationships while working independently with minimal supervision.
• Proactively seeking out information & continuously evaluating and identifying opportunities to drive process improvements that positively impact the experience for our traders.
• Effectively deal with job stress, irate traders, and upset customers.
• Identify and escalate issues to supervisors.
• Recognize, document, and alert the management team of trends in customer emails or webchats.
• Assisting with administration tasks.
• Other duties as assigned by management.

 Minimum Requirements

• Matric certificate
• 1-3 years of experience in a call centre environment
• Proficient in relevant computer applications
• Experience in customer support
• Excellent command of English
• Previous experience in web hosting and Live chat (advantageous)
• The minimum typing speed requirement is 25 words per minute.

 Skills & Attributes

Good comprehension skills

• - ability to clearly understand and relate to the issues customers raise.
• Good composition skills
• - ability to compose a grammatically correct, concise, and accurate written response
• Effective problem solving skills
• Ability to approach problems logically
• Ability to demonstrate learning and decision making skills
• Knowledge of customer service principles and practises
• Time management skills

Behavioural Skills

• Excellent writing and communication skills both verbal and written.
• Strong analytical and comprehension skills
• Excellent data entry and typing skills
• Strategic thinker, innovator and pays attention to details
• Strong organisational and interpersonal skills
• Ability to work under pressure
• Strong client relationship-building skills.
• Knowledge of customer service practices and principles
• Initiative to seek out answers, solutions, and positive outcomes for both the traders and business
• The ability to work in a team environment as well as work independently while making sound decisions.