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