Call Centre Agent
Closing Date 2022/02/14
Reference Number SER220207-1
Job Title
Call Centre Agent
Department Operations
Job Type Permanent
Location – Town / City Midrand (Waterfall)
Location – Provincea Gauteng
Location – Countryo South Africa
Job Context
Servest Corporate Shared Services has a vacancy for Call Centre Agent reporting to the client care desk team leader. You will answer incoming calls from customers who require any of our services, respond to enquiries, manage complaints, troubleshoot significant customer service problems, and provide general information.
Minimum Requirements
Matric, NQF 4 Equivalent
Strong Computer Skills and the Ability to Troubleshoot and Diagnose Problems
Proficient in relevant computer applications
Knowledge of customer service practices and principles
Excellent data entry and typing skills
Superior listening, verbal, and written communication skills
Ability to handle stressful situation appropriately
Ability to Communicate Effectively to help customers fix their issues and feel satisfied with the experience
Duties & Responsibilities
Answer incoming calls ranging from customer service, telesales, and general enquiries
Route calls to appropriate colleagues
Management and resolve customer complaints
Identify and escalate issues to supervisors
Provide product and service information to customers
Log and transfer sales leads to relevant divisions
Document all call information according to standard operating procedures
Recognise, document, and alert the management team of trends in customer calls
Follow up customer calls where necessary
Upsell products and services
Complete call logs and reports daily
Keep up to date with product, service, and process knowledge
Manage general mailboxes associated with Servest according to standard operating procedures.