Key Responsibilities
Take inbound calls related to E-commerce (online) and Fashion Delivery orders.
Assist the customer with tracking their orders.
Assist customers with online profile.
Liaising with couriers and stores and giving feedback to the customer
Preparation for contacts answered.
Personality and quality of multimedia correspondence (works at enhancing relationships with customers).
Exercises good judgement as to when to educate the Customer (for example, benefits of payment, NCA, Fashion Delivery Service, consequences of non-payment etc.).
Administration – demonstrates an ability to adhere to administrative procedures with speed and accuracy.
Department performance – actively contributes towards responding to Customers within 48 hours. Drives own training.
Qualifications and Experience
Matric qualification
Clear criminal and credit history
A minimum of 12 months experience within a contact centre in an 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
Basic computer literacy
Basic ‘Vision-Nexus’ experience
Availability and willingness to work overtime/public holidays where required
40 WPM typing speed
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
Able to work in a team and independently
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