Inbound Call Centre Agent - Office UK

Full description

Business Area Credit Service Workplace Type On-site Location - Town / City Cape Town Job Description Our Customer Services department requires Office UK Customer Service Agents with a real passion for retail and a commitment to delivering a high level of customer service across our various customer communication channels Assisting on varies business platforms such as : - Webchat - Emails Key Responsibilities Applicants for the position should meet the following key requirements and competencies: Key requirements: - Matric qualification - Clear criminal and credit history - A minimum of two years’ contact centre experience in a customer service agent or similar role - Excellent level of proficiency in written & spoken English - Extremely self-motivated & organised with the ability to multitask & prioritise - Strong analytical, problem solving and investigative skills - Exceptional customer Service Experience - Must be proficient in contact centre systems - Computer literacy, including confident use of Microsoft Windows, Microsoft Word, Microsoft Excel, Microsoft Outlook and common web browsers; ability to navigate multiple systems, manage files and folders, enter information accurately, and use chat, email and web-based customer service platforms - Availability and willingness to work overtime/public holidays where required - Minimum typing speed of 30 words per minute Qualifications and Experience • Matric or equivalent qualification • UK customer service experience via chat and email is advantageous. Competencies Competencies - Customer/Client focus - Effective time management skills - Attention to detail - A good deal of accuracy - Ability to follow set procedures - The ability to be pro-active and constantly seek a better way of doing things - Good time management - Ability to work under pressure - Strong written communication skills, with the ability to produce clear, professional and grammatically accurate chat and email responses - A customer-centric approach, demonstrating empathy, active listening, patience and a commitment to achieving fair and effective resolutions - Takes ownership of customer queries from first contact through to resolution, completing accurate follow-ups and escalating appropriately when required - The ability to remain calm, professional and solution-focused when handling complaints, complex queries or challenging customer interactions - Able to work in a team and independently - UK customer service experience via chat and email is advantageous.