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  • SASSA - Customer Service Agents (DL) - Randburg - iSON Xperiences

    iSON Xperiences
    iSON Xperiences Randburg

    4 weeks ago

    iSON Xperiences background
    Description

    Job Title: Customer Service Agent

    We are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Agent.

    Main Purpose of Position:

    The Customer Service Agent plays a critical role in ensuring that our customers receive accurate and timely assistance with their queries. It is essential that the agent provides professional and polite service at all times, while also escalating calls that cannot be resolved to the correct stakeholders.

    Main Responsibilities:

    • Respond promptly to inbound calls and provide accurate information to customers.
    • Maintain a high level of professionalism and politeness throughout interactions.
    • Listen attentively to customer queries and respond accordingly.
    • Ensure that quality standards are consistently met.
    • Familiarize yourself with products and procedures to provide effective support.
    • Provide relevant information to ensure First Call Resolution (FCR).
    • Effectively resolve customer queries and escalate faults that cannot be concluded on first contact.
    • Capture customer details accurately and perform ad-hoc tasks as required.

    Requirements:

    • Degree or equivalent qualification (e.g. Grade 12)
    • Proficiency in computer applications
    • Excellent written communication skills
    • Strong passion for customer service and experience working in a customer-facing environment
    • Fluency in English and an additional South African language

    Key Competencies:

    • Customer focus and loyalty building
    • Conflict management and resolution
    • Excellent communication and interpersonal skills
    • High level of professionalism and understanding of ethical conduct
    • Quality orientation and continuous improvement mindset

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