Shoprite: Customer Service Centre Agent

Company: Shoprite
Job Title: Customer Service Centre Agent
Location: Brackenfell, Cape Town
Closing Date: 21 August 2020

Job Description

Purpose of the Job

To provide telephonic and email support to customers with regards to queries, complaints and product information related to in-store supermarket services in a professional manner. To promote a positive image of the company through telephonic and written interaction.

Job Objectives

1. Customer Support:

  • Provide telephonic customer support and respond to emails Address telephonic complaints and general queries in a professional manner and in line with set standards
  • Adhere to sound written communication principles
  • Maintain customer service standards and promote a positive image of the Company
  • Escalate complaints/enquiries/information to relevant operational level
  • Ensure complaints/questions are answered/resolved in a reasonable time-frame
  • Follow-up on customer enquiries and complaints, if applicable
  • Address complaints referred by Social Media Department and provide written and verbal feedback, according to set standards

2. Mobile and web product user support:

  • Maintain up-to-date knowledge on relevant e-product information (e.g. Air Time redemption, mobile coupon redemption, etc.) and address queries accordingly
  • Follow-up on customer complaints.

3. Administration:

  • Log all incoming calls on a Customer Feedback CRM system, according to set guidelines in real time
  • Ensure all captured information is accurate and complete
  • Report incidents according to set guidelines
  • Maintain quality control principles and recommend process improvements

4. Customer Service:

  • Meet client expectations and maintain quality customer service principles
  • Address customer complaints and provide necessary feedback
  • Adhere to professional telephone etiquette and principles
  • Maintain confidentiality

Requirements

  • Matric / Grade 12
  • 3 years + consumer complaint resolution environment
  • 3 years + inbound and outbound call centre
  • Retail complaints experience would be advantageous
  • World class customer service principles
Working hours: 40 hours work week, scheduled any five days from Monday to Sunday, including public holidays: Mon – Sat: 08h00 – 17h00 Sun/PH: 09h00 – 17h00

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