Job Description

THE OPPORTUNITYWe have an opportunity for a Customer Care Service Agent to join our team. The purpose of this role is to tend to customer service queries and then offer a unique and innovative solution to each problem. The successful candidate for this role will have a strong command of the companys customer service policies, and be well-trained in product/business knowledge that can be critical for offering quick and accurate assistance to customers.DUTIES

• Answer incoming customer phone calls, WhatsApp and social media messages regarding issues, product problems, service questions and general client concerns.
• Responsible for maintaining a high level of professionalism with clients and working to establish positive rapport with every caller.
• Respond to social media queries and concerns.
• Update customer information in the customer service database during and after each call.
• Work with the management team to stay up-to-date on product knowledge and marketing strategies and be informed of any changes in company policies and procedures.
• Impact the companys bottom line by problem-solving and turning frustrated clients into repeat customers.
• Liaise with customers, via relevant channels, in a professional manner.
• Provide feedback and accurately update reports.

REQUIREMENTSEssential:

• Grade 12 with Tertiary qualification.
• Fluent in English and at least one other language.
• 1 years customer care or call centre experience.
• Intermediate Computer knowledge (speed, accuracy and navigation).

Desirable:

• Online chat experience.
• Work from home or remote work experience.
• Typing speed of 25 WPM or more with 90% accuracy.
• Google Workspace experience.

COMPETENCIES

• Resilience and stress tolerance.
• Client centricity.
• Adaptability.
• Drive and commitment.
• Social media savvy.
• Problem-solving.
• Ability to multitask.
• Emotional intelligence.
• Self-management.
• Critical thinking.
• Adaptability.
• Active listening.

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