Inbound Call Centre Agent at Merchants
Employing Company: Merchants Recruitment
Location: Khayelitsha, Western Cape
Job Type: Contract – Long Term
Requisition #: 2333
Salary: Market Related
Position Overview:
As an International Call Centre Agent (Customer Service Representative) within the banking industry, you will act as a leading Brand Ambassador and the first point of contact for customers. The ideal candidate will have a strong interest in solving customer issues and answering questions, with a commitment to delivering exceptional customer service in a caring and considerate manner.
Key Responsibilities:
- Deliver first-class service by accurately assessing and responding to customer needs, and using sound judgment when recommending appropriate solutions.
- Fulfill customer requests and respond to inquiries/complaints, demonstrating attention to customer care and a professional approach.
- Handle complex customer inquiries and complaints in an informed, accurate, and responsible manner, following provided resources.
- Accurately complete appropriate documentation for each interaction, input call history data, send messages to third parties as required, and initiate necessary customer fulfilment actions.
- Stay current on program and product information through continuous learning.
- Maintain strict confidentiality at all times and adhere to legislation and service guidelines regarding the use of data.
Requirements:
- Matric / NQF Level 4 qualification.
- Demonstrated passion for customer satisfaction excellence with prior experience in an International Call Centre.
- Experience in an interactive customer service environment.
- Related experience in the food and/or retail industry is considered an asset.
- Strong oral and written communication skills, including typing, spelling, and grammar.
- Demonstrated ability to implement change efforts.
- Ability to learn new skills/concepts and apply knowledge quickly and accurately.
- Advanced knowledge of PCs and familiarity with system navigation.
- Positive attitude and ability to get along well with others.
- Professional, empathetic, and naturally caring conversational style.
- Ability to handle customer interactions with tact and diplomacy.
- Competence in resolving complex and often sensitive customer complaints/inquiries in a professional manner, in line with company policies, procedures, values, and best practices.
At Merchants, we value our people and believe in fostering an environment that emphasizes continuous learning and development. If you are passionate about delivering excellent customer service, we encourage you to apply and become part of our professional team.
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