Customer Service Centre Agent

Purpose of the Job

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. To promote a positive image of the company through telephonic and written interaction.

 

Job Objectives

1. 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 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 – 17h00

Qualifications

Matric (Grade 12)

Experience

3 years + Consumer complaint resolution environment 3 years + Inbound and outbound call centre Retail complaints experience would be advantageous

Knowledge and Skills

3 years world-class customer service principles

Applicant Feedback Policy

Shoprite endeavours to provide feedback to all candidates whenever possible. However, if you do not hear from one of our Recruiters within 30 days, please accept that your application was unsuccessful