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Open nowFirst seen 3 days ago

Outbound Customer Contact Centre Agent

Ithemba Recruitment- Sourcing Top Talent650 open roles

Where
Durban, KZN, South Africa
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Your applicationOpen nowOutbound Customer Contact Centre AgentIthemba Recruitment- Sourcing Top Talent · Durban, KZN, South Africa

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Ithemba Recruitment- Sourcing Top Talent's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

12.1% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.1%7 days
  4. 19.1%14 days
  5. 35.6%30 days
  6. 52.7%60 days
This job: first seen 3 days ago

The posting

Smart, dependable, hardworking, motivated, passionate? Sound like you? Then we have an amazing opportunity for you a global company as a Customer Service Advisor.

As a customer service advisor, you will be handling customer queries from first contact.

Working in a fast-paced telephony environment, you will deliver exceptional customer service by taking the time to understand the needs of each customer and coming up with a solution that works for all.

Duties and responsibilities:

  • Respond to client and customer enquiries received via email, live chats, social media, phone and voicemail.
  • Keep accurate records of all customer interactions
  • Become an expert on our clients service, features and capabilities to best educate our customers and encouraging them to self-serve.
  • Display, show empathy in a professional way by establishing rapport with customer. Showing reasonable concern and support in every way possible to help. Practicing active listening without interrupting and reflective listening by paraphrasing.
  • Act as a brand ambassador, solving our customers’ problems and charming them at the same time.
  • Help to continue to develop the customer support offering through sharing knowledge, developing areas of specialisation, proposing improvements and delivering projects as required
  • Raise requirements with Client Operations team to resolve problems with B2B sites.
  • Raise tickets via the Service Desk that clearly articulate problems or issues experienced by our customers, allowing the Engineering team to effectively prioritise and resolve technical issues.
  • Demonstrate a commercial awareness that allows the identification of a solution that is acceptable to the customer and allows our client to achieve its business goals.
  • React quickly to new challenges, finding innovative solutions to problems and adapt as we continuously improve our service.
  • Update status of open tickets regular to allow the production of accurate reporting.
  • Represent the team internally to ensure that internal functions understand the role of Customer Support and are engaged in helping to deliver against the team’s targets.
  • Identify areas for improvement and own the execution of changes to improve the delivery of the Customer Support function.
  • Constantly ensuring that you are aware of product changes or processes relating to service.
  • Ensuring company policies and processes are adhered to and followed.
  • Build effective relationships with peers and Team Leaders to enhance team performance.

Experience and qualifications:

  • Ability to prioritize and identify the severity of customer problems to support triaging
  • Passionate about delivering consistently high customer experience, with a demonstrable track record in customer support
  • An empathetic tone of voice and an ability to consistently apply guidelines to set a consistent tone in all customer communications, across a variety of contact channels
  • Ability to explain complex or technical concepts using clear language that is tailored to the audience
  • Track record of over-performing against targets
  • Experience sharing knowledge across a team to improve the knowledge and performance of peers
  • Confident working with new technologies and systems, with a focus on customer support tools
  • Excellent written and oral communication skills
  • A track record of identifying improvements, proposing solutions, and executing change
  • Able to learn new concepts quickly, taking ownership of personal development and training
  • Experience within a multi-channel customer support or contact centre environment preferred
  • Previous experience in a high-demand customer-facing role
  • Experience within a scale-up environment is useful
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  1. A CV for this posting

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  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on Ithemba Recruitment- Sourcing Top Talent's form

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  4. Every reply, sorted

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