The Shoprite Group, Africa’s largest fast-moving consumer goods retailer, is seeking a Customer Service Centre Agent to join the Customer Contact team. The role involves providing support for all inbound and outbound customer interactions across various channels, such as voice, email, chat, and social media. The goal is to ensure a positive customer experience through friendly, knowledgeable, and professional interactions, contributing to a First Contact Resolution (FCR) culture. The successful candidate will work within a dynamic environment, surrounded by teams that inspire and challenge.
Location: Brackenfell, Cape Town, Western Cape, South Africa
Closing Date: 2024/01/19
Reference Number: SHO240112-5
Job Objectives:
- Support customer interactions across various channels (voice, email, chat, social media).
- Answer and resolve customer interactions promptly, aiming for First Contact Resolution (FCR).
- Stay knowledgeable about performance requirements, brands, products, programs, and process documentation.
- Adhere to Service Level Agreements and strive to meet KPI targets.
- Follow Shoprite standards, policies, and procedures.
- Identify and escalate potential system and process improvements to enhance the customer’s journey.
Qualifications To Apply For Customer Service Centre Agent
- Matric (Grade 12) – essential
- Degree/Diploma or Courses in Communications or a related field – beneficial
Experience:
- +3 years in a Customer Service environment in a similar role, with the ability, knowledge, and skills in providing excellent customer service support – essential.
- Experience in a retail/contact center environment – desired.
Knowledge and Skills:
- Proficient in Microsoft O365 with a focus on applicable tools, including SharePoint Online – essential.
Key Competencies and Work Ethic:
- People orientated – enjoy working with people in a big team, engaging with customers, showing patience and empathy.
- Service orientated – committed to providing high-quality customer service, ensuring customer needs are understood, concerns are resolved promptly, and expectations are met. Always puts the customer first.
- High level of self-motivation to set, meet, and exceed goals and expectations.
- Has integrity and takes accountability for actions and mistakes.