Contact Centre Agent

Contact Centre Agent

03 May
|
Alisha
|
Durbanville

03 May

Alisha

Durbanville

Functions / Responsibilities

· Answer all inbound calls from customers within the service level standards

· Monitoring call queues (internal and external calls)

· Logging of service tickets for all calls.

· Handling of all customer queries and complaints

· Handling of all promotion and product queries

· Updating of customer information and maintenance of the customer base on SAP

· Supplying customers with SAP quotations when required

· Transformation of customer queries into sales (pre-selling)

· Actioning of all e-mails and faxes received within service level standards

· Supplying all payment processes and policy procedures to customers when required (in-store and via internet)

· Customer feedback and follow up

· Liaising with employees in a professional manner

· Logging of all complaints, compliments and suggestions on SAP

· Assisting customers with internet queries where required

· Keeping accurate records of campaigns when required

Requirements:

· Matriculated or equivalent qualification

· Call Centre experience advantageous

· Computer literate: working knowledge of Microsoft Office, Word, Excel, Windows 2007, Microsoft Outlook, SAP R3 and SAP CRM and BackOffice

· Strong interpersonal and communication skills

· The ability to communicate effectively at all levels in both written and spoken English and Afrikaans

· Strong administrative skills

· Passionate about delivering exceptional service to all customers

· Reasonable business and product knowledge

· Strong liaison and follow – up skills

· Good planning, organising & control skills

· Good troubleshooting skills

· Strong analytical abilities

· Ability to work within a pressured environment

· Self-Motivated confidant with a high level of initiative and enthusiasm

· Presentable at all times

· Will be required to work Saturdays, Sundays and public holidays when required by the business

Closing date 09/05/2017

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