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    • Customer Service Agent - Randburg - Digicall Group

    Digicall Group
    Digicall Group Randburg

    1 month ago

    Default job background
    Description

    Job Title: Customer Service Agent

    Closing Date: Not Specified

    Role Summary

    This role is integral to the company's mission to maintain customer satisfaction and loyalty by managing inbound and outbound calls for customer care and fleet services in a contact service center for one of the top OEM brands in South Africa.

    The ideal candidate will be customer-focused, proactive, and capable of managing multiple priorities in a fast-paced environment with excellent communication skills and problem-solving abilities.

    Please note that this is an office-based role with normal working hours and may require additional support during peak times, as well as opportunities for shift work.

    Key Responsibilities:

    • Handle all inbound and outbound calls related to customer care/Fleet, including facilitating the complete customer care process until resolution.
    • Assist with all customer complaints and queries received while maintaining a high level of telephone etiquette at all times.
    • Liaise with relevant specialists in situations where specialized information is required to assist customers.
    • Refer escalated cases to Management for decision making when required.
    • Provide timeous feedback to customers and ensure timely resolution of customer care complaints and query management.

    Competencies:

    • Examining Information: Analyses and processes information very effectively when solving problems.
    • Following Procedures: Extremely rule following, procedural and risk averse.
    • Providing Insights: Very quick at getting to the core of a problem and finding ways to improve.
    • Articulating Information: Presentation oriented, good at explaining things and confident when meeting new people.
    • Checking Things: Very thorough and even perfectionistic, ensuring that things are done properly.
    • Showing Composure: Remains calm and does not get anxious before or during important events.
    • Resolving Conflict: Quick to resolve disagreements and effective at calming upset people.
    • Producing Output: Works at a fast pace and copes well with multi-tasking.
    • Meeting Timescales: Conscientious about meeting deadlines and highly punctual.
    • Upholding Standards: Uphold the highest standards and honor agreed commitments.

    Qualifications:

    • Minimum: Diploma or Degree in Business Administration, Customer Service, Communications, or a related field.

    Experience:

    • 2 to 3 years of proven experience in a customer-facing role, ideally within a call center or BPO environment.
    • Experience handling customer complaints, resolving queries, and ensuring timely resolution.

    Skills & Knowledge:

    • Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook).
    • Exceptional written and verbal communication skills (English).
    • Knowledge of handling case management systems and CRM tools.

    Job Category: Call Centre

    Job Type: Full Time

    Job Location: Johannesburg

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