Where

Contact Centre Agent - Intermediate

Job Placements
Alberton Full-day Full-time

Description:

We are looking for a contact centre agent to act as a liaison between our client, within the tyre industry, and its internal and external current and potential customers. In this position you will accept ownership for concluding quote and invoice sales transactions, effectively resolve customer issues, complaints and inquiries; keep customer satisfaction at the core of every decision and behaviour.
Financial Responsibilities: To complete transactions and interactions accurately and in line with SOP so that there are no financial losses to the client
To incur zero damages to Company equipment due to negligence or carelessness
To transact in line with SOP accurately so that financial risk to the Company is minimized and there are no financial losses

Customer Responsibilities:
To monitor customer interactions across multiple channels and share information to the Sales & Service Centre Manager so that mandated service levels standards (SLAs with SOP) are maintained in order for the market share objectives of the Sales department to be achieved.

Handle inbound customer interactions within prescribed turnaround times
Handle outbound customer interactions (on request) within prescribed turnaround times
Follow communication "scripts" when handling different topics
Identify customers needs, clarify information, research every issue and provide solutions and/or alternatives as per standard operating procedures
Identify and escalate priority issues as per escalation procedure
Update existing customer information on CRM as per standard operating pro
18 Mar 2025;   from: gumtree.co.za

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