Call Centre Agent

at ABC Worldwide
Location Cape Town, South Africa
Date Posted Mar 17, 2020
Category Administration Jobs
Job Type Full-time


      • Key Performance Areas:
        • Identify the needs of the end user
        • Answer chats, calls and respond to emails
        • Research required information using available resources
        • Manage and resolve customer complaints
        • Provide customers with product and service information
        • Enter and update customer information into system
        • Identify and escalate priority issues
        • Follow up customer calls where necessary


        Qualifications and Experiences:

        • Completed Matric
        • Customer Service Experience
        • Previous Call Centre work an advantage
        • Previous working experience in the online customer support industry a definite advantage


        Your duties will include but not limited to:

        • Promotion driven interventions, inbound (and/or outbound when required)
        • Financial information, Profile specific advice, and review for additional offers, pro-active value


        • Customer relationship building and management by maintaining customer notes and paying attention to customer cues
        • Responding promptly and interact effectively with casino customers via a different number of channels, namely calls, emails, webchats, social media
        • You will be required to stay abreast with customer centre SLA's as teamwork will be required to maintain and exceed the expectations set.
        • Ensure that more complex customer issues are followed up and resolved in a timely manner (by following defined escalation path when required)


        Knowledge and Skills:

        • Strong customer service skills; ability to create rapport with customers, via telephone, chat and email
        • Fluent in spoken & written English / Portuguese (mother tongue level)
        • Strong communication skills (verbal and written) - especially: empathy, active listening skills, with the ability to "read between the lines"
        • Excellent organization, multi-tasking and time management skills
        • A proven ability to see problems through to their resolution
        • An excellent history of attendance and adherence to work schedules
        • Demonstrated literacy in MS Office (Outlook, Word and Excel)
        • Prioritize tasks in a busy environment
        • Proven passion for customer service and excellent CRM skills
        • Pro-active, organised and strong personal drive
        • Ability to work shifts
        • Valid driver’s license and own transport is advantageous
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