Contact Centre Agent
Overview
Handle and resolve customer complaints, requests and queries such as bookings, delays, cancellations, lost property, system issues etc; As the first point of contact, follow clear scripts, instructions and guidelines to inform, investigate, resolve and process high-volume customer enquiries; Process forms, orders, and applications requested by the customers; Provide customers with FlySafair's service and product information; Explain processes to customers and guide them accordingly; Follow up with customers when required to ensure that issues are resolved; Identify customer needs, clarify information, research/ investigate as needed and provide solutions and or alternatives; Escalate problematic queries to the correct level to ensure prompt and effective resolution; Capture details of comments, inquiries, complaints, and actions taken in line with SOPs. Update existing customer information; Liaise and interact with customers via approved communication channels in a positive and helpful manner, ensuring exceptional customer service; Exceed customer expectations by going above and beyond; Seize opportunities to upsell products when they arise; Maintain customer confidentiality; Maintain knowledge of services and products and identify opportunities to improve customer service.
Requirements
- Grade 12 or Equivalent (Essential)
- Minimum of 1 year's call centre experience gained within the last 3 years in a medium-sized organisation (Essential)
- No criminal or credit record (Essential)
- Required to work shifts, on weekends, public holidays and flexible hours (Essential)
- Willingness to work longer than normal office hours (Essential)
Responsibilities
- Handle and resolve customer complaints, requests and queries
- Follow clear scripts, instructions and guidelines
- Process forms, orders, and applications
- Provide service and product information
- Explain processes and guide customers
- Follow up with customers to ensure issues are resolved
- Identify customer needs and provide solutions
- Escalate problematic queries
- Capture details of inquiries and actions taken
- Update existing customer information
- Liaise and interact with customers positively
- Exceed customer expectations
- Upsell products when opportunities arise
- Maintain customer confidentiality
- Maintain knowledge of services and products
How to apply
About this listing: SpanSam is an opportunity discovery service and is not the hiring employer unless explicitly stated. Application decisions and source-listing changes are controlled by the employer or institution.