Shoprite: Jobs and Vacancies

Company: Shoprite
Job Title: Customer Service Centre Agent
Location: Brackenfell, Cape Town
Closing Date: 29 January 2021

Job Description

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.

Duties & Responsibilities

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

Requirements

• Matric (Grade 12)
• 5 years + Consumer complaint resolution environment
• 5 years + Inbound and outbound call centre
• Retail complaints experience would be very advantageous
• 3 years world-class customer service principles.

                                                APPLY HERE

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