Job Description: Responsibilities, Qualifications, and Necessary Skills
Customer Service Jobs In South Africa 2024Jobs In Western Cape 2024
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M24 Logistics, a subsidiary of Media24 in the Western Cape, currently requires the services of a Customer Service Representative.
We seek to appoint a dynamic and energetic individual to assume responsibility as a Customer Service Representative, reporting to the Customer Service Manager. The role primarily involves working in a contact centre handling inbound calls and the schedule may include weekends, but no evening work is required.
The successful candidate will be based in our offices in Cape Town, Montague Gardens.
Responsibilities:
Inbound Call Management:
- Handle incoming calls from customers, addressing their inquiries, and providing solutions.
- Utilize the Freshdesk and Fresh Caller CRM systems to access customer information and ensure accurate case management.
Customer Support:
- Provide excellent customer service by resolving issues, answering questions, and offering information about products or services.
- Adhere to established procedures and scripts to maintain consistency in service delivery.
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CRM System Utilization:
- Navigate and utilize Freshdesk and Fresh Caller efficiently to document customer interactions and update records.
- Collaborate with the IT department to escalate and resolve CRM system-related issues.
Issue Resolution:
- Identify and resolve customer concerns promptly, escalating complex issues to higher tiers as needed.
- Ensure thorough documentation of customer interactions for reporting and analysis.
Product Knowledge:
- Stay informed about the organization's products, services, and promotions to provide accurate information to customers.
Collaboration:
- Work closely with team members and other departments to share insights and improve overall customer service.
- Participate in regular team meetings and training sessions.
Skills and competencies
- Customer-focused mindset.
- Strong interpersonal and communication skills.
- Ability to work collaboratively in a team environment.
- Adaptability to changing priorities and schedules.
- Positive attitude and a commitment to delivering high-quality customer service.
Requirements:
- Matric certificate or equivalent; additional education or certification in customer service is a plus.
- Minimum 3 years of experience in a call or contact centre environment.
- Proficient in using CRM systems, with specific experience in Freshdesk and Fresh Caller (preferred not necessary)
- Excellent verbal and written communication skills.
- Ability to work weekends, though no evening shifts are required. (only if required)
- Experience reporting to a manager in a previous role is advantageous.
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