Contact Centre Agent

A seasoned Contact Centre Agent with excellent people and communication skills who has the ability to work well in a high-pressure environment and provide the highest standards in service to all the customers we serve.

• Understanding the company’s products and services, and remaining up to date with any new developments or changes.
• Communicate with current and potential customers via telephone, Chatwood, Turn.io, Vertex (Company's internal systems) or any other Customer Management systems.
• Answer and make outbound phone calls within the required or expected time targets.
• Pay attention and listen to questions and concerns from customers, and respond quickly and clearly with solutions or feedback according to company guidelines.
• Attend quickly to tickets that have been logged on the systems.
• Resolve customer complaints and queries, minimise the number of escalations, identify and understand customers’ needs, verify information, research issues when required, and provide solutions.
• Accurate customer information capturing on the company’s systems. 
• Inform customers about our products and services based on their requests and needs.
• Build and maintain excellent service based relationships with customers.
• Attend all meetings and training sessions as requested by management.
• Consistently achieve or exceed the targets (KPIs) set by contact centre management.

• Matric (Grade 12).
• A college or university degree in business, sales, customer service or related field of study is an advantage.
• 3+ years’ experience in a contact centre environment or any prior experience working in call centres or as an at-home customer service agent.
• Fluent in at least two official languages.
• Flexible and able to work shift hours, this will include evenings, weekends, and public holidays.
• Good general computer skills.
• Proficiency in MS Office, Google Suite and ability to learn new software quickly.
• An ability to effectively work with people from diverse backgrounds.
• Excellent communication skills, both written and verbal.
• Ability to work in a fast-paced environment and multitask effectively.
• Strong customer service and sales skills.
• Good problem-solving skills and ability to troubleshoot technical issues.
• Knowledge of internet services and relevant technologies is an advantage.
• Ability to remain calm and composed in a fast-paced, high-pressure environment.
• Familiarity with Automatic Call Distribution Phone System (ACD), caller ID, and auto-dialling systems.