Inbound Call Centre Agent - Multimedia/Ecommerce at Truworths

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.
• We're looking for energetic and motivated people to work in our dynamic Fashion Call Centre in the city of Cape Town.
• 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 team.

Key Responsibilities    

•  Take inbound calls related to E-commerce (online) and Fashion Delivery orders.
•  Assist the customer with tracking their orders.
•  Assist customers with online profile.
•  Liaising with couriers and stores and giving feedback to the customer
•  Preparation for contacts answered.
•  Personality and quality of multimedia correspondence (works at enhancing relationships with customers).
•  Exercises good judgement as to when to educate the Customer (for example, benefits of payment, NCA, Fashion Delivery Service, consequences of non-payment etc.).
•  Administration – demonstrates an ability to adhere to administrative procedures with speed and accuracy.
•  Department performance – actively contributes towards responding to Customers within 48 hours. Drives own training.

Qualifications and Experience    

•  Matric qualification
•  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
•  Extremely self-motivated & organised with the ability to multitask & prioritise
•  Strong analytical, problem solving and investigative skills
•  Exceptional customer Service Experience
•  Must be proficient in contact centre systems
•  Basic computer literacy
•  Basic ‘Vision-Nexus’ experience
•  Availability and willingness to work overtime/public holidays where required
•  40 WPM typing speed

Competencies    

•  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
•  Ability to work under pressure
•  Able to work in a team and independently