Customer Service Centre Agent

*Our client, a leading Retailer, requires the services of a Customer Service Centre Agent to provide telephonic and email support to customers with regards to queries, complaints and product information related to in-store supermarket services in a professional manner. The Customer Service Centre Agent will also be responsible for promoting a positive image of the company through telephonic and written interaction.* *The key performance areas:* Customer Support: * Provide telephonic customer support and respond to emails * 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 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. 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 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 *The successful candidate must have:* * Must have Matric * 3-5 years experience in a consumer complaint resolution environment * 3-5 years experience in an Inbound and outbound call centre * Retail complaints experience would be advantageous * 3 years knowledge of world-class customer service principles * Excellent verbal and written communication skills excellent telephone etiquette * Excellent reasoning ability * Team player, able to relate and network well with people * Able to work without supervision * Able to work and cope well under pressure and handle setbacks * Results driven and able to meet customer expectations * A highly pro-active individual * Willing to work public holidays and weekends *Please not only shortlisted applicants will be contacted.*