Customer Service Agent - Cape Town Verfied

Salary Negotiable Cape Town, Western Cape Cape Town, Western Cape more than 14 days ago 05-12-2019 11:43:37 AM
07-01-2020 10:46:30 AM
We are looking for a Customer Services Agent – English Markets to join our GLI family in Century City.

At GLI, we encourage a culture of empowerment, creative expression and a positive work-life balance. We offer our employees flexible working hours, remote working options, and Medical Aid contribution.

If you’re looking for great coffee, a challenging and exciting working environment, and Friday drinks, then this is the place for you!

KEY RESPONSIBILITY AREAS

• Assisting clients using live chat, email and telephone calls in English
• Working on various in-house software systems
• Identifying and solving client issues using the in-house software provided or by sourcing relevant information in a timely fashion; following up to ensure resolution
• Assessing the registered client data and accurately act on such
• Endeavouring to locate and apply long-term solutions to all queries brought forward
• Register client data and maintain an accurate client log
• Escalating relevant queries through the correct channels
• Keeping up-to-date with interdepartmental issues or updates affecting the client base
• Providing constructive feedback on the customer service process
• Contributing to the team effort by reaching qualitative and quantitative results as needed
• Inbound support: LiveChat; Email; Call Me Back
• Outbound support: Calls to incentivize purchase; Welcome calls, Courtesy calls; Upsell calls; Verification calls; Winners’ calls
• Weekly performance and service level reporting to Line Manager
• Ensuring team standards are met by achieving quality SLAs
• Escalating issues through the relevant channels
• Abiding to processes, procedures and priorities as described
• Allocating inbound support queries to correct departments or consultants for resolution
• Proactively look to further understand departmental, business and industry related matters to increase understanding and improve service levels
• Customer Relationship Management – English
• Working Saturday shifts on a rotational basis
• Evaluating processes and procedures to improve operation and efficiency in the department

Qualifications
• Matric Certificate
• English First Language speaking
• Patience
• Strong communication
• Problem solving skills
• Persuasiveness