Contact Centre Agent - Germiston - ICT Engage

    ICT Engage
    ICT Engage Germiston

    1 week ago

    Default job background
    Description

    Contact Centre Agent

    We are seeking a Contact Centre Agent to act as a liaison between our client in the tyre industry and its internal and external customers. In this role, you will be responsible for concluding quote and invoice sales transactions, resolving customer issues and complaints, and ensuring high levels of customer satisfaction.

    Key Responsibilities:

    • Conclude transactions accurately and efficiently, minimizing financial losses and risks.
    • Maintain excellent customer service standards, handling inbound and outbound interactions within prescribed turnaround times.
    • Update customer information on CRM systems and maintain accurate records of all conversations.
    • Identify and escalate priority issues, adhering to standard operating procedures and escalation protocols.

    Operational Requirements:

    • Log onto systems and manage breaks according to company policies.
    • Transact in line with SOPs, quoting and invoicing customers as required.
    • Follow up on open cases, escalating where necessary, and reporting suspicious or irregular transactions.

    Personal Qualities and Skills:

    • Excellent communication and problem-solving skills.
    • Aptitude for mathematics and statistics, with attention to detail.
    • Natural ability to build relationships and provide exceptional customer service.
    • Flexibility and adaptability in a fast-paced environment.

    Qualifications and Experience:

    • Matric/Senior Certificate.
    • Prior experience in sales and service centres, tyre industry, or retail advantageous.
    • Knowledge of Salesforce and Sage Evolution an asset.
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