Senior Customer Experience Agent in Western Cape - Wilcon


Organisational Development Organisation focussing on Talent Sourcing and Management; Performance Management; Team Development and Coaching.
100% black female owned by Hayley Williams
www.wilcon.co.za Recruiter from sector Human Resources, located in Western Cape, From 1 to 10 workers

    About this job ad 22 September


  • Negotiable
  • Province

  • Cape Town, City of Cape Town, Western Cape
  • Description

  • Responsibilities:
    - Ensuring compliance with agreed Service Level Agreements (SLA) entered with clients.
    - Controlling and managing quality output of team in terms of verbal and written communication.
    - Working with team to ensure productivity and compliance.
    - Effectively communicating with Head of Department to ensure efficient flow of processes and resolution of problems timeously.
    - Analyzing and reporting on logged trends in conjunction with Quality Assessment
    - Coordinate with internal and external customers as necessary.
    - Follow clear instructions and guidelines to investigate, resolve and process high volume customer enquiries in a timely and effective manner.
    - Capturing of customer information, orders, payments via our internal system.
    - Follow up of Complaints, Queries and Feedback to Management & Customers.
    - Data Capturing.
    - Daily Administration Tasks.
    - Self-Management of Reports, Time-keeping and Work Performance.
    - Identify and understand customer needs to consistently provide a high-quality service.
    Skills and Competencies:
    - Willing and able to pitch telephonically with customers.
    - Excellent communication (written & verbal) as well as active listening skills.
    - Ability to analyze, interpret data e.g looks for trends, highlight key issues and raising of concerns.
    - Motivate and inspire team members.
    - Have a thorough understanding of products and marketing.
    - Time management, planning and organizational skills.
    - Strong administration skills.
    - Strong negotiation and interpersonal skills.
    - Strong conflict resolution skills.
    - Work with Professionalism, Focus, Responsibility and Passion by demonstrating:
    o initiative, drive and determination
    o credibility, honesty and integrity
    o results orientation and determination
    o Basic understanding of Word and good email etiquette
    o Clean credit record
    Personality & Traits

    - Promote a Positive working environment
    - Trend Setter with the ability to set the Top Level Standards required
    - Go Getter that requires very limited supervision, but performs at High Levels
    - Hands-On approach to daily tasks
    - High Energy level, and the ability to show passion in whatever needs to be done
    - Adhere to the company and department standards, policies and procedures.
    - Motivated, self-starter, excellent communication skills, determined, friendly, outgoing
    Education and Experience Requirements;
    - 2-3 years’ experience in similar role
    - Team leader experience would be advantageous
    - Would be required to work weekends and extended hours
    - Must have the ability to work independently/unsupervised
    - Matric or NQF equivalent
    - Call center experience in retail environment would be advantageous
    - Experience working on CRM would be advantageous

  • Number of vacancies: 1
  • Requirements

  • Minumun level of education: Grade 12 /N4 (Matric)
  • Years of experience: 3
  • Language(s): English
  • Driver's license: B
  • Availability for travel: No
  • Availability for change of residence: No


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Ad summary

  • Senior Customer Experience Agent in City of Cape Town, Western Cape

  • Recruiter

  • Work type

    Full Time

  • Type of contract

    Permanent contract

  • Salary


  • Apply now

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