Job Objectives

• Reduce the number of drop calls to zero
• Maintaining a service Level 95%
• Meet inbound calls target
• Manage the chat and e-mail channels, ensuring immediate response to online clients and resolution of complaints and enquiries.
• Adhere to good customer service principles as per Shoprite and adhere to all SOP as defined for your line of business
• Conform to QA guidelines as set out by operations
• Resolve and log client queries and complaints accurately using the provided systems
• Achieve a quality score of not less than 80%
• Ensure quality & accuracy when actioning tasks/providing information
• Perform outbound calls to existing and potential clients to promote products / campaigns
• Receive phone calls, chat & e-mail orders and accurately capture onto the system

Qualifications

Essential:

• Matric (Grade 12)

Desirable

• Call centre certification and higher learning certificate or diploma advantageous

Experience

• Minimum 6 months inbound call centre experience
• Minimum 6 months outbound call centre experience
• Experience in client retention and sales advantageous