Shoprite: Contact Centre Agents

The purpose of the Contact Centre Agent is to provide efficient customer support for all inbound and outbound customer interactions within available contact centre channels in a timely, friendly, knowledgeable, and professional manner.

This involves providing a personalized service to customer needs by evaluating client queries and complaints to accurately guide them towards a solution or escalate the incidents concerned for further resolution. This role operates within a fast-paced and dynamic environment with reasonably large volumes of customer interactions. Working hours are a 40-hour work week, scheduled any five days from Monday to Sunday (shift work 8am -8pm) including public holidays.

Responsibilities:

• Support customer interactions across various channels (including voice, email, chat, social media, etc.). 
• Answer and resolve customer interactions timeously to drive a First Contact Resolution (FCR) culture, by being knowledgeable and able to troubleshoot effectively.
• Responsible to continually contribute towards a culture of excellence and innovation.
• Own and manage all non-FCR interactions by escalating it to the relevant Resolution Owner, gaining feedback and relaying the information back to the customer. 
• Remains knowledgeable of performance requirements, brands, products, programmes and process documentation. 
• Ensure necessary systems are updated accordingly. 
• Provide accurate, valid, and complete information to customers. 
• Ensure all Service Level Agreements are adhered to and strive to meet set KPI targets.
• Take the necessary steps to drive up customer retention. 
• Ensure all set Shoprite standards, policies and procedures are followed. 
• Proactively seek ways to continuously improve the customer experience.

Requirements:

• Grade 12 / Matric – (essential).
• Post matric qualification – (preferred).

Experience

• +1 years in a Customer Service environment in a similar role, with the ability, knowledge and skills in providing excellent customer service support – (essential).