Shoprite Contact Centre Agents

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Shoprite Contact Centre Agents: Shoprite Group Of Companies invites energetic individuals with telephone etiquette and customer service skills to apply for a Contact Centre Agent role.

The successful candidate will be responsible for interacting with customers via social media, emails, chats and telephone calls to resolve their queries and/or complaints.

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Job Title: Contact Centre Agent

Job Type: Permanent

Reference Number: SHO230511-5

Salary: Not Stated, But Includes Benefits (medical aid and provident fund contributions, discounted prices on Shoprite brands, etc)

Location: Brackenfell

Closing Date: May 16th, 2023

Shoprite Contact Centre Agent Minimum Requirements:

Interested applicants must be in possession of a Grade 12 certificate. A tertiary qualification will be an added advantage.
At least 1-year experience in a contact centre, receiving calls. Experience in customer service environment (retail, bank, etc) is essential.
Be willing to work 40 hours per week, between 8 am to 8 pm, 5 days a week including public holidays.

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Experience in e-Commerce customer service (online interaction with customers) will be an added advantage.
Customer service skills and ability to resolve problems quickly and accurately.
Attention to detail and a team player.
Good communication skills.
Computer literacy and telephone etiquette.
Ability to improve customer experience.

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Duties And Responsibilities:

Support customers via phone calls, social media and other available channels and resolve their queries or complaints timeously.
Be knowledgeable about various products and programmes and have the ability to troubleshoot effectively.
Contribute towards a culture of excellence by driving a First Contact Resolution culture through providing customers with accurate, valid and complete information on the first interaction.
Adhere to Service Level Agreements, Shoprite standards, policies and procedures and meet the set KPI targets.
Drive up customer retention.
Manage interactions that require escalating to the relevant Resolution Owner, gaining feedback and keeping the customer updated.

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