Customer Service Agent Wanted At HomeChoice

Remuneration: Market related
Location: Cape Town, Southern Suburbs
Job level: Junior/Mid
Type: Contract
Reference: #HCH591_201605111806

Job description

Late shift

Key performance areas

Provide customer service

    • Appropriately manage customer queries relating to their purchases and accounts
    • Ensure a polite, friendly, efficient and professional service is provided
    • Take responsibility for each individual call by ensuring that advise is always given in the customer’s best interest
    • Handle objections appropriately to ensure that positive results are achieved and enhance customer delight
    • Effectively deal with difficult queries and customers, avoiding formal complaints
    • Improve the customer experience and service delivery by providing excellent customer service

Generate revenue

    • Upsell product offering to new and existing customers in line with required performance standards and targets

Efficiency and productivity

    • Reach performance targets relating to productivity, adherence, turnaround time, sales and customer service
    • Be available to take calls by avoiding unnecessary time spent in after call activities or breaks in order to provide agreed service levels
    • Administer policies in an organised and efficient manner ensuring that outstanding tasks are up to date and departmental service standards are adhered to at all times
    • Constantly and proactively look for ways to improve efficiencies through performance, communications, procedures and systems

Quality standards

    • Focus on “getting it right first time” in order to ensure that correct and precise information is relayed to customers
    • Capture all details of customer, call log and sales transactions accurately onto the system
    • Adhere to internal systems, policies, procedures and requirements


Qualifications and accreditations

    • Grade 12 / Matric or equivalent

Experience and skills

    • Six months’ customer service contact centre experience
    • Six months’ sales experience in a target driven environment
    • Computer literate

Attributes and behaviour

    • Energetic with a positive attitude
    • Persuasive skills which includes sales ability
    • Ability to work independently as well as within a team
    • Excellent telephonic manner
    • Good analytical ability and attention to detail
    • Resilient and change orientated

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