Customer Service Contact Agent (Sandton)

The Customer Service Contact Agent is responsible for the provision of a single point of contact for iStore Clients to log problems and request in a professional, service orientated manner maintaining the highest level of customer satisfaction by seeking first call resolution thereby ensuring that the Contact Centre meets the required Standards and Measures. The role / position calls for high level competencies in six key areas.

Educational:

• Matric
• Call centre qualification preferred

Experience:

• 1+ year sales or call centre experience

Key Responsibilities:

• Be available to provide support, assistance and resolution in line with iStore trading hours.
• Adherence to Contact Centre Policy regarding telephone ready time.
• Achievement of Targets
• Adherence to Contact Centre processes and procedures.
• Handle complaints, answer queries and provide support and general information.
• Handle complaints, answer queries and provide support and general information.
• Be fully conversant with the Core Group’s Client Care and Client Satisfaction policies and Service Level undertakings.
• Display a passion for Client service, Client satisfaction and commitment to meeting and exceeding Client expectations.
• Exhibit excellent interpersonal skills and ability to communicate effectively and efficiently with both clients and co-workers in challenging situations i.e. irate Clients, conflict resolution etc.

Personal Attributes:

• Professional
• Friendly
• Polite
• Helpful
• Patient
• Empathetic
• Confident
• Good telephone etiquette

This role will also be suitable for individuals with a work from set up or those who are able to work from home.