Shoprite: Customer Service Centre Agent

Purpose
To provide telephonic support to customers with regards to queries, complaints and product information related to in-store supermarket services and web/mobile products in a professional manner. To promote a positive image of the company through telephonic interaction whilst solving problems.

•Matric (Grade 12)

Desirable
•Post-matric qualification

Experience
•3 years + Consumer complaint resolution environment
•3 years + Inbound and outbound call centre

Highly desirable
• 2 years + User-level understanding of web and mobile technology

•3 years + Telephone etiquette
•2 years + Handling irate customers
•3 years+ Written and verbal communication
•Proficient in at least English and Afrikaans
•Provide telephonic customer support
•Address telephonic complaints and general queries in a professional manner and in line with set standards
•Adhere to sound written communication principles
•Maintain customer service standards and promote a positive image of the Company
•Escalate complaints/enquiries/information to relevant operational level
•Ensure complaints/questions are answered/resolved in a reasonable time-frame
•Follow-up on customer enquiries and complaints, if applicable
•Address complaints referred by Social Media Department and provide written and verbal feedback, according to set standards

(2)Mobile and web product user support
•Maintain up-to-date knowledge on relevant e-product information (e.g. Air Time redemption, mobile coupon redemption, etc.) and address queries accordingly
•Follow-up on customer complaints.

(3)Administration
•Log all incoming calls on a Customer Feedback CRM system, according to set guidelines in real time
•Ensure all captured information is accurate and complete
•Report incidents according to set guidelines
•Maintain quality control principles and recommend process improvements

(4)Customer Service
•Meet client expectations and maintain quality customer service principles
•Address customer complaints and provide necessary feedback
•Adhere to professional telephone etiquette and principles
•Maintain confidentiality

Working hours:
40 hours work week, scheduled any five days from Monday to Sunday, including public holidays:
Mon – Sat: 08h00 – 17h00
Sun/PH: 09h00 – 14h00