Customer Service Centre Agent | Shoprite

Shoprite Vacancies – Customer Service Centre Agent

The Customer Service Centre Agent plays a pivotal role in facilitating inbound and outbound customer interactions across various contact center channels. The primary objective is to engage with customers in a friendly, knowledgeable, and professional manner, fostering a positive company image through telephonic and email interactions while effectively resolving issues.

Job Objectives:

• Support customer interactions across multiple channels, including voice, email, chat, and social media.
• Responsively address and resolve customer inquiries to foster a culture of First Contact Resolution (FCR), utilizing troubleshooting skills and product knowledge effectively.
• Maintain up-to-date knowledge of performance requirements, brands, products, programs, and process documentation.
• Adhere to Service Level Agreements (SLAs) and strive to achieve set Key Performance Indicator (KPI) targets.
• Ensure compliance with Shoprite standards, policies, and procedures.
• Identify and escalate opportunities for system and process improvements to enhance the customer experience.

Qualifications:

• Matric (Grade 12) – essential
• Degree/Diploma or courses in Communications or a related field – beneficial

Experience:

• Over 3 years of experience in a Customer Service environment in a similar role, demonstrating proficiency in providing excellent customer service support – essential.
• Experience in a retail or contact center environment – desired.

Knowledge and Skills:

• Proficiency in Microsoft O365, particularly in applicable tools such as SharePoint Online – essential.

Key Competencies and Work Ethic:

• People-oriented, enjoying teamwork and engaging with customers with patience and empathy.
• Service-oriented, committed to delivering high-quality customer service, resolving concerns promptly, and prioritizing customer needs.
• High level of self-motivation to establish, meet, and exceed goals and expectations.
• Demonstrates integrity and takes accountability for actions and mistakes.

Applicant Feedback Policy:

Shoprite endeavors to provide feedback to all candidates whenever feasible. However, if you do not receive communication from one of our Recruiters within 30 days, please understand that your application was not successful.