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Service Desk Agents

Merchants Recruitment

Cape Town, Western Cape

on 2021/03/16

Market Related

Role Requirement Contract

SalaryMarket Related

Work TypeContract


Service Desk Agents

Our Company is looking for customer centric individuals with Service Desk experience to join the team.

The purpose of this position is first line contact with clients. Receiving, assessing and assigning calls to the correct resolver groups.

In this role you will also be required  to assist to provide positive and brilliant customer experience in an Inbound/Digital environment.

Minimum Experience Required:

  • 2 years customer service experience or 1 year call centre experience from the above industries.
  • Ability to work shifts within a 24/7 environment.
  • Credit and Criminal Clear
  • Completed Matric or Equivalent Qualification
  • A+ and N+ qualification

Minimum Skills Required:

  • Excellent Computer Skills
  • Excellent command of English language is essential.
  • Excellent written skill and email etiquette.
  • Excellent listening skills
  • Problem solving skills.
  • Attention to detail.
  • Organizational skills
  • Customer centric orientated

Key Responsibilities :

  • Respond to all incoming calls within the agreed service level
  • Receiving, validates and logs client requests and capture the detail of the request
  • Respond to e-mail, web, fax and monitoring calls that are logged onto the system
  • Deliver a professional and efficient (first) interface between Merchants / Dimension Data and clients
  • Analyses and interprets calls ensuring that the classification, prioritization and escalation of the requests are correct.
  • Ensure that all calls are routed and allocated to the correct support group or person
  • Ensure that all user details are correct and that discrepancies are to be rectified through the correct channels
  • Accurately logs and follows up calls logged with Internal or External resolver groups and provide timely feedback to relevant clients

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