Customer Service Centre Agent at The Shoprite Group of Companies

Job Objectives    

• Support customer interactions across various channels (including voice, email, chat, and social media)                                                                                  
• Answer and resolve customer interactions timeously to drive a First Contact Resolution (FCR) culture, by being knowledgeable and able to troubleshoot effectively.
• Remain knowledgeable of performance requirements, brands, products, programmes, and process documentation
• Ensure all Service Level Agreements are adhered to and strive to meet set KPI targets
• Ensure all set Shoprite standards, policies, and procedures are followed
• Identify and escalate potential system and process improvements with the aim to enhance the customer’s journey.

Qualifications    

• Matric (Grade 12)- essential

Experience    

• +3 years in a Customer Service environment in a similar role in a similar role, with the ability, knowledge, and skills in providing excellent customer service support – (essential).
• Proficient in Microsoft O365 with a focus on applicable tools to execute areas of function – (essential).