Merchants Recruitment Listings

We have an exciting opportunity available as a Customer Service Call Centre Agent.

We are seeking deadline driven, goal orientated and motivated individuals to join our growing team. Your duties will include identifying and understanding customer needs and providing an excellent customer experience.

Requirements:

• Grade 12
• 12 months experience in Customer Service
• Able to work night shift

Position Overview:

As a Call Centre Agent, you will be a leading Brand Ambassador serving as the first point of contact for customers. We are looking for candidates who have a keen interest in solving customer issues and answering questions while being committed to delivering exceptional customer service in a caring and considerate manner. In short, we are looking for a commitment to make every customer interaction enjoyable!

Responsibilities

· Deliver first class service by accurately assessing and responding to customer needs, using sound judgment when recommending appropriate solutions.

· To fulfill customer requests, respond to inquiries/complaints, demonstrating due attention to customer care and a professional approach at all times.

· Respond to complex customer inquiries and complaints in a highly informed, accurate and responsible manner in accordance to resources provided.

· Accurately complete appropriate documentation for each interaction, and wrap up by inputting data for call history, sending messages to appropriate third parties when required, and/or initiating the necessary customer fulfillment.

· Remain current on program and product information by being committed to continuous learning.

· Maintain strict confidentiality at all times and adhere to legislation and service guidelines on the use of data.

Requirements

· Demonstrated passion for customer satisfaction excellence and prior experience in an

· English; Bilingual (French) an asset

· Interactive customer service environment required.

· Related experience in the food and/or retail industry considered an asset.

· Strong and developed oral and written communication skills, including typing, spelling and grammar.

· Demonstrated ability to implement change efforts.

· Ability to learn new skills/concepts and apply this knowledge quickly and accurately.

· Advanced knowledge of PCs and familiarity with system navigation.

· Positive attitude and demonstrated ability to get along with others.

· Professional, empathetic and naturally caring conversational style.

· Display tact and diplomacy in handling all levels of customer interaction.

· Ability to resolve complex, and often sensitive customer complaints/inquiries in a professional manner in accordance with company policies and procedures, values and best practice.

· Ability to work all required shifts.

We are currently have several vacancies for Technical Support Agents.

You will provide technical support, information, resolve issues and provide any other service that may be required; as well as to interact with customer, concentration on resolving the issues, escalating learning and focusing on root causes of issues within an environment.

Minimum Requirements

Matric or NQF LV 4 Qualification

Good Customer Service Skills

Good Communications skills

ADSL Wireless

IT Qualification will be advantageous (A+ Course/MCDST preferable)

Experience in support of connectivity (Dial, ADSL, Wireless, FTTH, LTE)

Service Desk Agent

Our company is looking for Service Desk Agent to join the team.

The purpose of the position is to provide a customer-dedicated Service Desk team to register

tickets within the prescribed IT Service Management (ITSM) tool and to classify reported

incidents, requests and queries with the client’s products and undertake immediate efforts to

restore service for the client.

Main Duties and Responsibilities:

• Resolving tickets, where possible, or allocating to the relevant 2nd line expert resolver
• team for resolution
• Providing positive confirmation that queries and/or incidents have been resolved
• Liaising with the company’s incident management team in respect of major incidents and
• owning the subsequent follow-ups with affected clients
• Completing usage reports
• Conduct data loading processes
• Ensure client satisfaction feedback and remedial actions
• Continuously improve service offering
• Participate in Service Acceptance activities that require Service Desk Services to ensure Service Desk is capable of on-boarding
• Deliver a professional and efficient (first) interface between the company and clients/customers
• Analyses and interprets calls ensuring that the classification, prioritization and escalation of the requests are correct
• Ensure that all user details are correct and that discrepancies are to be rectified
• Ensures all oral and written communication consistently demonstrates a professional and friendly tone, maintaining faultless grammar and spelling standards
• Offers a solution-based approach to all customer interactions tailored to the needs of the individual customer
• Responds to all customers with willingness and appropriate tone and language
• Ensures own product, system, process and policy knowledge is current
• Identifies and documents gaps and/or inaccuracies and/or better ways of working with respect to Standard Operating Procedures
• Takes accountability and responsibility for incident management as per ITIL standards and best practices

Operational Efficiencies

• Managing the client interactions with the company’s systems and products, prioritising based on business impact including client queries and/or incidents relating to the following:
• Access to Customer systems and products
• Product “How do I?”
• Product data including Business Information and Consumer Information products
• Software errors and codes
• Software issues
• Connectivity
• Certificate Renewals
• Adheres to scheduled shifts, rostered start/end/break times and any scheduled activities
• Is available to manage all customer interactions as rostered within parameters, inclusive of calls, emails and other tasks
• Takes care to ensure own safety and health at work, and to avoid adversely affecting the safety or health of any other person at work
• Brings any out-of-line situations to the attention of management, including equipment failure
• Adheres to all Service Desk Policies, Procedures, Codes of Conduct and legislative requirements
• Resolves all client/customer queries within acceptable time frames
• Meet and exceed productivity and client/customer satisfaction targets, as well as any other performance tarte
• When any issue is required to be escalated, it will be escalated to the Team Leader as a 1st point of escalation

How to apply

Sign up and complete a profile on www.mycalling.co.za

Minimum experience required:

NQF Level 4 qualification

0-6 months experience in Customer Service / Call Centre / Service Desk

Knowledge / Awareness of ITIL highly advantageous

Desired Skills

Customer service orientation (L2)

Planning and Organising (L2)

Adaptability (L2)

Multitasking

Problem Solving (L2)

Oral and Written Communication (L2)

Technical Expertise (L2)

Attention to detail

Questioning and Probing

Knowledge sharing

Teamwork (L2)

We have an exciting opportunity available as a Inbound Call Centre Agent.

We are seeking deadline driven, goal orientated and motivated individuals to join our growing team. Your duties will include identifying and understanding customer needs and providing an excellent customer experience.

Requirements:

• Grade 12
• 6 to 12 months experience in Customer Service

Are you available immediately? I am looking for call centre agents for an International campaign based in Salt River. Please apply if you meet the following criteria:

• Matric
• Fluent in English
• Excellent communication skills
• Excellent people skills
• Able to work night shift
• Customer service or call centre experience

International Call Centre Agents

Looking for a job to challenge your excellent customer service skills? Look no further…..

Calling all Customer Service Agents for a Mega International Company who strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online! Join the world's brightest innovative and technology minds who research and develop technology that improves the lives of shoppers and sellers around the world.

We are on the lookout for vibrant, energetic, and driven individuals to join our contact centre team of customer service experts for our international client! Our team of expert trainers look forward to teaching you all that you need to know before you hit the floor...

Job Description:

• Moderate all customer reviews and respond to email queries in English.
• Meets or exceeds quality and productivity goals assigned by management.
• Demonstrates clear and polite written and oral communication.
• Maintains a positive and professional demeanor and portrays the company in a positive light.
• Demonstrates appropriate sense of urgency for reviews moderation and email response and service levels.
• Follows company policies and processes in order to process customer requests appropriately.
• Demonstrates knowledge and use of departmental resources, policies, and procedures.
• Uses customer service tools in order to provide an accurate response and an exceptional customer experience.
• Escalates customer issues appropriately and correctly. Demonstrates timely, accurate and professional customer service.
• Proactively communicates system and process issues, and customer feedback trends to management.
• Exceeds customer expectations by going above and beyond.
• All other duties as assigned.

What we require:

• Grade 12 or NQF Level 4.
• Criminal and credit clear.
• Strong command of the English language.
• English written and verbal fluency, suitable for an international client.
• Willing to work shifts/weekends.
• Exceptional customer service experience.
• At least 1 years call centre experience.
• At least 1 years core retail experience.
• Previous international call centre experience for at least 6-12 months highly advantageous.

The purpose of this position is to provide accurate reports for operations and control the quality of delivery to Business Units. This position also conducts analytics to advise on process information and functionality.

Reporting

• Identifies relevant sources of data from which to draw information
• Agrees report specification and format with line manager, operation and client
• Gathers and collates information into a report and ensures accuracy
• Delivers reporting requirements in a timely manner
• Facilitates the process of information analysis and report development for the operation

Analysis

• Conducts statistical and commercial analysis to help aid understanding of the operation and identify risks / trends
• Explores and identifies reasons for such risks / trends
• Supports the Business Improvement team by providing required reporting and analytical support
• Identifies opportunities for further development within the management information systems

Quality control

• Maintains each operation's MI Brief
• Audits each operation's MI and makes sure it is in line with the MI Brief
• Supports the operations in signing off all delivered reports and confirms that they are fit for purpose
• Works with the operations to encourage a standardized set of reporting and MI tools

The purpose of this position is to investigate, analyse, document, and coordinate activities within business and/or operational processes, which will improve customer service, reduce cost and increase efficiency to address business requirements needed to optimize the business.

Process Improvement Initiatives

• Supports the identification of improvement opportunities by providing relevant data and data analysis
• Responsible for documenting process changes/new process design and measuring process compliance within the business
• Provides overall support and facilitation of business improvement and continuity which incorporates business continuity processes and associated documentation and coordination in ensuring the business can continue to service the client's customers.
• Assists in the implementation of operational changes to support marketing campaigns, new regulatory requirements and group projects.
• Communicates minor and major incidents raised by the operation and uses experience to seek ways to improve processes through root cause analysis, or escalates where necessary

Business Analysis

• Investigate and perform business needs analysis and root cause issues analysis with key stakeholder and evaluate and identify solutions
• Design to-be business architectures
• Identify and design new and improved business process systems and procedures to deliver goals
• Undertake a feasibility and impact analysis of solutions identified with key stakeholders
• Develop IT systems functional, non-functional and service level requirements as well as Business Requirement Definition documents to assist Project Manager with deliverables

Project Administration

• Produces relevant, useful and professional reports and communications as project updates to the business
• Provides ongoing open communication to all key functional team members
• Identify project risks either by consultation with key stakeholders or by risk assessment workshop and develop mitigating action plans with operations
• Contributes to scoping of projects.
• Identifies cause and effect relationships and ensures steps are in place to mitigate risk.
• Delivers project work on time and in line with the agreed standard of quality.

Reporting and Administration

• Completes all project documents and related administration and stores to ensure currency and accessibility.
• Generate monthly and weekly or ad-hoc status reports
• Provides accurate reports to assist the Business Improvement Manager in exceeding client expectations
• Documents process changes/new process design and measuring process compliance within the business

Well Spoken Experienced Call Centre Agents

Looking for a job to challenge your excellent customer service skills? Look no further…..

Calling all Customer Service Agents for a Mega International Company who strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online! Join the world's brightest innovative and technology minds who research and develop technology that improves the lives of shoppers and sellers around the world.

We are on the lookout for vibrant, energetic, and driven individuals to join our contact Centre team of customer service experts for our international client! Our team of expert trainers look forward to teaching you all that you need to know before you hit the floor...

Job Description:

• Moderate all customer reviews and respond to email queries in English.
• Meets or exceeds quality and productivity goals assigned by management.
• Demonstrates clear and polite written and oral communication.
• Maintains a positive and professional demeanor and portrays the company in a positive light.
• Demonstrates appropriate sense of urgency for reviews moderation and email response and service levels.
• Follows company policies and processes in order to process customer requests appropriately.
• Demonstrates knowledge and use of departmental resources, policies, and procedures.
• Uses customer service tools in order to provide an accurate response and an exceptional customer experience.
• Escalates customer issues appropriately and correctly. Demonstrates timely, accurate and professional customer service.
• Proactively communicates system and process issues, and customer feedback trends to management.
• Exceeds customer expectations by going above and beyond.
• All other duties as assigned.

What we require:

• Grade 12 or NQF Level 4.
• Criminal and credit clear.
• Strong command of the English language.
• English written and verbal fluency, suitable for an international client.
• Willing to work shifts/weekends.
• Exceptional customer service experience.
• At least 12 months call centre experience.