iStore: Customer/Technical Call Centre Agent

iStore

Reference Number
2008CallCentre
Description

The contact centre 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. You would also be requires to provide after sales service to customers and resolve issues and/or queries on products and technical support.

Responsibilities:

  • Be available to provide support, assistance and resolution in line with the iStore trading hours
  • Adherance 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
  • 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 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.
  • Technical support
    • Resolving technical issues telephonically
    • Reseaching technical issues
  • Status queries
    • Assist customers with queries on all repairs in progress
  • Call logging
    • Logging all incoming telephonic requests
  • Customer service

Kindly note that this is a contract role.

Core Group candidates may be subjected to pre employment tests.

Requirements

Educational:

  • Matric
  • Call centre qualification preferred
  • A+ and N+ 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
Work Level
Skilled
Job Type
Contract
Salary
Market Related
Duration
Short Term
EE Position
No
Location
Jet Park


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