Shoprite Checkers Jobs – Customer Service Centre Agent

Website The Shoprite Group of Companies

Job Description:

The purpose of the Customer Service Centre Agent role is to support all inbound and outbound customer interactions for all supported contact centre channels in a friendly, knowledgeable, and professional manner. To promote a positive company image through telephonic and email interaction whilst solving problems

Job Responsibilities:

  • Identify and escalate potential system and process improvements with the aim to enhance the customer’s journey.
  • Ensure all set Shoprite standards, policies, and procedures are followed
  • Answer and resolve customer interactions timeously to drive a First Contact Resolution (FCR) culture, by being knowledgeable and able to troubleshoot effectively.
  • Remain knowledgeable of performance requirements, brands, products, programmes, and process documentation
  • Support customer interactions across various channels (including voice, email, chat, and social media)
  • Ensure all Service Level Agreements are adhered to and strive to meet set KPI targets

Job Requirements:

  • Proficient in Microsoft O365 with a focus on applicable tools to execute areas of function – (essential).
  • +3 years in a Customer Service environment in a similar role in a similar role, with the ability, knowledge, and skills in providing excellent customer service support – (essential).
  • Matric (Grade 12)- essential

Job Details:

Company: The Shoprite Group of Companies

Vacancy Type:  Full Time

Job Location: Cape Town, Western Cape, SA

Application Deadline: N/A

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