Call Centre Agent
Employing Company: Merchants Recruitment
Location: Bedfordview, Gauteng
Job Type: Contract – Long Term
Requisition #: 2375
Salary: Market Related
Position Overview:
As a Call Centre Agent (Customer Service Representative) at Merchants, you will serve as a leading Brand Ambassador and the first point of contact for customers. This role is ideal for individuals passionate about resolving customer issues and providing exceptional service with care and consideration.
Key Responsibilities:
Client/Customer Experience:
- Communicate professionally and in a friendly tone, both orally and in writing.
- Offer solutions tailored to individual customer needs.
- Respond to customers with a willing and appropriate tone and language.
- Ensure follow-up actions are taken and provide feedback to customers.
- Stay updated on product, system, process, and policy knowledge.
Operational Excellence:
- Adhere to scheduled shifts, including start times, end times, breaks, and activities.
- Be available for customer interactions as rostered, including calls, emails, and tasks.
- Ensure safety and health at work, and avoid adversely affecting others’ safety or health.
- Report any out-of-line situations to management, including equipment failures.
- Accurately capture all customer details and data during interactions.
- Follow all Call Centre Policies, Procedures, Codes of Conduct, and legislative requirements.
- Resolve customer queries within acceptable timeframes.
- In a sales environment, meet and exceed sales, productivity, and customer satisfaction targets.
Requirements:
- Matric/NQF equivalent.
- 6 months of Contact Centre or customer service experience.
- Proficiency in navigating a PC and Windows applications.
- Knowledge of MS Excel & Outlook.
- Numeracy skills, including basic addition, subtraction, and percentage calculations.
- Fluent in English and another official South African language (preferably Afrikaans, isiZulu, or seSotho).
- Willingness to work rotational shifts.
- General understanding of the National Credit Act (NCA).
- A valid driver’s license (advantageous).
At Merchants, we value our people and believe in creating meaningful and sustainable futures through continuous learning and development. If you are committed to delivering exceptional customer service, apply to join our team and kick-start your career.
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