Shoprite: Customer Service Centre Agent

Closing Date: 2022/01/07
Reference Number: SHO211224-5
Location – Province: Western Cape
Location – Town or City: Brackenfell, Cape Town

Purpose of the Job
The Customer Service Centre Agent will provide telephonic and email support to customers with regards to queries, complaints and product information related to in-store supermarket services, in a professional manner. To promote a positive image of the company through telephonic and written interaction.

Job Advert Details

Job Category
Customer Service

Job Objectives

1. Customer Support: Provide telephonic customer support and respond to emails Address telephonic complaints and general queries in a professional manner and in line with set standards Adhere to sound written communication principles Maintain customer service standards and promote a positive image of the Company Escalate complaints/enquiries/information to relevant operational level Ensure complaints/questions are answered/resolved in a reasonable time-frame Follow-up on customer enquiries and complaints, if applicable Address complaints referred by Social Media Department and provide written and verbal feedback, according to set standards 2. Mobile and web product user support: Maintain up-to-date knowledge on relevant e-product information (e.g. Air Time redemption, mobile coupon redemption, etc.) and address queries accordingly Follow-up on customer complaints. 3. Administration: Log all incoming calls on a Customer Feedback CRM system, according to set guidelines in real time Ensure all captured information is accurate and complete Report incidents according to set guidelines Maintain quality control principles and recommend process improvements 4. Customer Service: Meet client expectations and maintain quality customer service principles Address customer complaints and provide necessary feedback Adhere to professional telephone etiquette and principles Maintain confidentiality Working hours: 40 hours work week, scheduled any five days from Monday to Sunday, including public holidays: Mon – Sat: 08h00 – 17h00 Sun/PH: 09h00 – 17h00

Qualifications
Matric (Grade 12)

Experience
5 years + Consumer complaint resolution environment 5 years + Inbound and outbound call centre Retail complaints experience would be very advantageous

Knowledge and Skills
3 years of world-class customer service principles

HOW TO APPLY
ONLINE APPLICATION

Policy
We are committed to Employment Equity when recruiting internally and externally.

It is company policy to promote from within wherever possible. Therefore, please be aware that internal candidates will be considered first before reviewing external applicants, provided that this supports the achievement of our Employment Equity goals.

Shoprite is an equal opportunity employer. We endeavor to provide feedback to all candidates whenever possible, however, if you don’t hear from us in 30 days, please consider your application unsuccessful.