Customer Service Representative (Italian) - Sandton Verfied

R 16500 per month Abroad more than 14 days ago 16-12-2014 7:56:15 AM
13-01-2015 7:56:15 AM
Unique opportunity available immediately!

We are a dynamic E-Commerce company looking for a passionate, pro-active and self-motivated Contact

Centre Representative with a flair for inbound Customer Service and outbound Sales, who thrives on

challenges to join our dynamic, multi-cultural and highly motivated Contact Centre looking after our Italian

market and based in Johannesburg, South Africa. Wait and you may miss out on one of the best

opportunities available with this premier company specialising in the provision of marketing services to

international clients in the online gaming/e-commerce industry.

The successful candidate will be a driven, confident, energetic, customer and sales focused individual who

would like to earn an above market related salary + benefits + monthly performance incentive. Join us in

sunny South Africa and enjoy working for a high tech, fast paced company that continues to keep your sales

opportunities fresh.

Department: Contact Centre

Position Reports To: Customer Service Team Leader

Positions Supervised: None

Position Purpose: Focus on inbound and outbound client e-mail, chat and telephone contact.

Location: Johannesburg, South Africa

KEY RESPONSIBILITIES

? Continuously monitor online client accounts

? Regular ‘chat’, email and telephonic contact to all online users

? Update client accounts & perform regular internet based checks on client accounts on internal

systems

? On-going online system checks to ensure systems are in proper working order

? Provide constant feedback to other customer service agents and departments

? Manage multiple outbound campaigns by means of phone, email and chat.

? Manage time for target driven sales approach to achieve on all mediums (phone, email, chat) and

campaigns.

? Manage, keep track, and drive results in accordance to campaign / QA targets, (inbound and

outbound) whilst remaining under pressure from daily checks, emails, inbound volumes and other

daily functions.

? Discern queries, problems or concerns as well as their impact.

? Know the function of each department and build interdepartmental relationships.

? Utilise knowledge of departmental functions to:

o Be diligent about keeping open communication to peers.

o Escalate to the appropriate level, in the appropriate time depending on overall business

impact / severity such as reporting on Risks, Fraud and player depositing behaviour.

o improve turnaround times

o communicate appropriate information to respective departments / people

o understand backend functions and thus communicate more efficiently with customer

(setting the expectations accurately)

? Conduct website checks.

? Ensure all set inbound and outbound targets are achieved.

? Ensure quality benchmarks are achieved.

? Continuously upgrade product knowledge and acquire enhanced inbound & outbound skills.

? Stay abreast of competition and competitive issues.