Customer Care Service Agent_(6-Month Contract)

THE OPPORTUNITYWe have an opportunity for a Customer Care Service Agent to join our team. The purpose of this role is to tend to customer service queries and then offer a unique and innovative solution to each problem. The successful candidate for this role will have a strong command of the company's customer service policies, and be well-trained in product/business knowledge that can be critical for offering quick and accurate assistance to customers.DUTIESAnswer incoming customer phone calls, WhatsApp and social media messages regarding issues, product problems, service questions and general client concernsResponsible for maintaining a high level of professionalism with clients and working to establish positive rapport with every callerRespond to social media queries and concernsUpdate customer information in the customer service database during and after each callWork with the management team to stay up-to-date on product knowledge and marketing strategies and be informed of any changes in company policies and proceduresImpact the company's bottom line by problem-solving and turning frustrated clients into repeat customersLiaise with customers, via relevant channels, in a professional mannerProvide feedback and accurately update reportsRequirementsEssential:Grade 12 with Tertiary qualificationFluent in English and at least one other language1 year's customer care or call centre experienceIntermediate Computer knowledge (speed, accuracy and navigation)Desirable:Online chat experienceWork from home or remote work experienceTyping speed of 25 WPM or more with 90% accuracyGoogle Workspace experienceCOMPETENCIESResilience and stress toleranceClient centricityAdaptabilityDrive and commitmentSocial media savvyProblem-solvingAbility to multitaskEmotional intelligenceSelf-managementCritical thinkingActive listening
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