Customer Service Agent

MAIN PURPOSE

• Answer calls and/ or emails courteously and take appropriate action for each call.Obtaining customer information; verifying information; capturing information.
  
• Maintains and improves quality results by adhering to standards and guidelines.
  
• Manage and resolve customer complaints end to end.
  
• Identify and escalate issues beyond your span of control.
  
• Generate customer interest in products or services offered and retain as appropriate.
  

Requirements

• Proficient in relevant computer applications (MS Excel, MS Word and Outlook)
  
• Strong typing skills
  
• Communication skills
  
• Inter personal & Relationship building skills
  
• Problem- solving ability and complaint handling skills
  
• Ability to multi-task
  
• Change resilient/ stress tolerance
  
• Query resolution/problem solving.
  
• Call Centre Task & Processing adherence
  
• Contact Centre /Customer Services knowledge and principles
  
• Ability to meet customer expectation and deliver to work standards
  
• Ability to work shifts from Monday – Sunday (Incl. Public Holidays).
  

MINIMUM QUALIFICATION

• Matric / Grade 12 or equivalent
  
• Tertiary diploma or qualification an advantage
  
  

Knowledge

• WW financial services products and business process knowledge and experience will be advantageous.
  
• Financial Services and retail industry experience will be advantageous.
  
  

MINIMUM REQUIREMENTS

• 12 months Contact Centre experience.
  
• Ability to handle stressful situations appropriately.
  
• Social media and Chat query resolution experience an advantage.
  
  

As a proud South African brand, Woolworths is committed to transformation. Meeting our employment equity goals will be taken into account in our recruitment decisions

If you have not been contacted within two weeks after the closing date of this vacancy, please consider your application as being unsuccessful.