Call Centre Agent

Job Context:
Servest Corporate Shared Services has a vacancy for *Call Centre Agent *reporting to the client care desk team leader. You will answer incoming calls from customers who require any of our services, respond to enquiries, manage complaints, troubleshoot significant customer service problems, and provide general information.

Minimum Requirements:

• Matric, NQF 4 Equivalent
• Strong Computer Skills and the Ability to Troubleshoot and Diagnose Problems
• Knowledge of customer service practices and principles
• Excellent data entry and typing skills
• Superior listening, verbal, and written communication skills
• Ability to handle stressful situation appropriately
• Ability to Communicate Effectively to help customers fix their issues and feel satisfied with the experience

Duties & Responsibilities:

• Answer incoming calls ranging from customer service, telesales, and general enquiries
• Route calls to appropriate colleagues
• Management and resolve customer complaints
• Identify and escalate issues to supervisors
• Provide product and service information to customers
• Log and transfer sales leads to relevant divisions
• Document all call information according to standard operating procedures
• Recognise, document, and alert the management team of trends in customer calls
• Follow up customer calls where necessary
• Upsell products and services
• Complete call logs and reports daily
• Keep up to date with product, service, and process knowledge
• Manage general mailboxes associated with Servest according to standard operating procedures.