Call Centre Agent

Call Centre Agent Work With The Best At Merchants our vision is to create meaningful and sustainable futures for our people, by driving a culture of continuous learning through the many skills and development programmes we offer, which are designed to develop talent and fulfil potential. If you were born to deliver exceptional service, apply to join our professional team and be ready to kick start your career. We're always looking for expectational talent and are known around the world for our outstanding customer experience using the latest technology, best practice models and processes, and innovative ground-breaking training techniques. We place our people at the centre of everything we do and believe that the way you treat your customers and people differentiates us. Position Overview As a Call Centre Agent (Customer Service Representative), you will be a leading Brand Ambassador serving as the first point of contact for customers. We are looking for candidates who have a keen interest in solving customer issues and answering questions while being committed to delivering exceptional customer service in a caring and considerate manner. In short, we are looking for a commitment to make every customer interaction enjoyable! Client/Customer Experience: Ensures all oral and written communication, including email, consistently demonstrates a professional and friendly tone, maintaining faultless grammar and spelling standards (where applicable). Offers a solution-based approach to all customer interactions tailored to the needs of the individual customer. Responds to all customers with willingness and appropriate tone and language Ensures follow-up action is taken when necessary and provides feedback to the customer. Ensures own product, system, process and policy knowledge is current. Operational Excellence: Adheres to scheduled shifts, rostered start times, end times, break times and any scheduled activities. Is available to manage all customer interactions as rostered within parameters, inclusive of calls, emails and other tasks. Takes care to ensure own safety and health at work, and to avoid adversely affecting the safety or health of any other person at work. Brings any out-of-line situations to the attention of management, including equipment failure. Captures all customer details and data relevant to the call or service intervention efficiently and accurately. Adheres to all Call Centre Policies, Procedures, Codes of Conduct and legislative requirements Resolves all customer queries within acceptable time frames In a sales environment, to meet and exceed sales, productivity and customer satisfaction targets, as well as any other performance target. Requirements Matric/NQF equivalent 6 months Contact Centre experience or 6 months customer service experience Navigation of a PC & Windows application MS Excel & Outlook Numeracy - addition & subtraction, formula for calculating % Fluent in English and another official South African language preferably Afrikaans, isiZulu, seSotho Able and willing to work rotational shifts General understanding of the NCA Valid driver's license (advantageous)