Inbound Call Centre Agent - Office UK

Job Description

At Truworths, you'll find a dynamic business environment where our staff is constantly challenged to reinvent the way we do business in order to keep us at the forefront of the South African fashion industry.

Take a walk through our stores or offices and you'll encounter an infectious love of fashion and a tangible will to succeed among the people who make up our business – both of which are key to keeping us at least one step ahead of the competition.

Our Customer Services department requires agents with a real passion for retail and commitment to a high level of customer service, to work in our Multimedia Department and Ecommerce Customer Service team.

Assisting on varies business platforms such as:

• Social media
• Webchat
• Emails

Key Responsibilities

Key Responsibilities:

• Answering customers' enquiries via Chat, Email, and Social Media.
• High level queries escalated to CEO to be investigated and resolved
• Liaising with UK colleagues , couriers and third party in a professional and cautious manner
• Deliver the right information, while using multiple tools and business platforms simultaneously.
• Providing efficient and accurate customer service, explaining possible solutions, and ensuring the customer feels supported and valued.
• Ensure that you follow up and resolve all your pending queries in the timeframe agreed with you
• Respond to email queues promptly and appropriately.
• Process ad hoc tasks and/or refunds accurately.
• Identify and escalate problematic queries timeously.

Qualifications and Experience

Qualification/s:

• Matric or equivalent qualification.

Experience / Knowledge:

• Clear criminal and credit history
• A minimum of 12 months experience within a contact centre in an agent or similar role
• Excellent level of proficiency in written & spoken English
• Strong analytical, problem solving and investigative skills
• Exceptional customer Service Experience
• Must be proficient in contact centre systems
• UK Call Centre experience advantageous

Competencies

Technical:

Essential Competencies:

• Computer literate (Excel, Word).
• 35 WPM typing speed

Behavioural:

• Customer/Client focus
• Effective time management skills
• Attention to detail
• A good deal of accuracy
• Ability to follow set procedures
• The ability to be pro-active and constantly seek a better way of doing things
• Good time management and self sufficient
• Ability to work under pressure
• Able to work in a team and independently
• Availability and willingness to work overtime/public holidays where required
• Extremely self-motivated & organized with the ability to multitask & prioritize