Job description

REPORTS TO: Contact Centre Team Leader

BASIC FUNCTION

A Contact Centre Agent is the front line of the company to our customers, so exceptional GUEST service is critical. Providing product information, suggestive selling, and promoting period specials improves the customer experience and keeps them coming back. Contact Centre Agents are empowered to resolve customer issues to ensure the best possible experience to keep and even gain new customers.

PRINCIPAL ACCOUNTABILITIES

Answering phones, emails
Responding to enquiries on all social media platforms and live chat from customers
Professionally responding to customer inquiries
Identifying, escalating priority issues and reporting to high-level management.
Following up on complicated customer interactions where required.
Recording details of customer interactions (proficiently and accurately)
Develop a rapport with customers, with an upbeat and positive attitude
Offer solutions

KEY COMPETENCIES

Call centre or customer service experience
Excellent and professional verbal and written communication skills
Excellent listening skills and an empathetic voice and manner
Ability to organize, problem-solve, multitask and prioritize
Excellent computer experience Excel, Call Centre system, CRM preferred but not essential
Basic knowledge of computer software and office systems
Familiarity with all of the goods and services offered by the company

CULTURAL COMPATIBILITY

Positive attitude and strong interpersonal skills
Flexible in working hours and approach
Big Hearted
Absolute Authenticity
Passionate
Collaboration
Boundary Pushing
Treat everyone with trust and respect
Work as one team to deliver seamless products and services
Able to multitask while setting priorities
Adjust and adapt to unique customer types
Passion for learning and have fun at work!

EDUCATION, EXPERIENCE AND KNOWLEDGE

The minimum requirements for this job are:

High School diploma
Minimum of 2 years’ experience in a Call Centre
Computer literacy
Must have good customer service skills - listening and problem-solving
Ability to type 30 plus words per minute
Strong verbal and written communication

Degree qualifications

Foundation Degree