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 concerns.Responsible for maintaining a high level of professionalism with clients and working to establish positive rapport with every caller.Respond to social media queries and concerns.Update customer information in the customer service database during and after each call.Work 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 procedures.Impact the company's bottom line by problem-solving and turning frustrated clients into repeat customers.Liaise with customers, via relevant channels, in a professional manner.Provide feedback and accurately update reports.REQUIREMENTSEssential:Grade 12 with Tertiary qualification.Fluent in English and at least one other language.1 year's customer care or call centre experience.Intermediate Computer knowledge (speed, accuracy and navigation).Desirable:Online chat experience.Work from home or remote work experience.Typing speed of 25 WPM or more with 90% accuracy.Google Workspace experience.COMPETENCIESResilience and stress tolerance.Client centricity.Adaptability.Drive and commitment.Social media savvy.Problem-solving.Ability to multitask.Emotional intelligence.Self-management.Critical thinking.Active listening.
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