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Customer Service Representative post available at Media24 (Apply now)

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Media24 has an exciting opportunity for a Customer Service Representative. Invited are qualifying and interested cabdidates to apply.

Closing date: 08 February 2024

Location: Montague Gardens, Western Cape

Responsibilities

Inbound Call Management:

  • Handle incoming calls from customers, addressing their inquiries, and providing solutions.

  • Utilize the Freshdesk and Fresh Caller CRM systems to access customer information and ensure accurate case management.

Customer Support:

  • Provide excellent customer service by resolving issues, answering questions, and offering information about products or services.

  • Adhere to established procedures and scripts to maintain consistency in service delivery.

CRM System Utilization:

  • Navigate and utilize Freshdesk and Fresh Caller efficiently to document customer interactions and update records.
  • Collaborate with the IT department to escalate and resolve CRM system-related issues.

Issue Resolution:

  • Identify and resolve customer concerns promptly, escalating complex issues to higher tiers as needed.
  • Ensure thorough documentation of customer interactions for reporting and analysis.

Product Knowledge:

  • Stay informed about the organization’s products, services, and promotions to provide accurate information to customers.

Collaboration:

  • Work closely with team members and other departments to share insights and improve overall customer service.
  • Participate in regular team meetings and training sessions.

Skills and competencies

  • Customer-focused mindset.
  • Strong interpersonal and communication skills.
  • Ability to work collaboratively in a team environment.

  • Adaptability to changing priorities and schedules.
  • Positive attitude and a commitment to delivering high-quality customer service.

Requirements:

  • Matric certificate or equivalent; additional education or certification in customer service is a plus.
  • Minimum 3 years of experience in a call or contact centre environment.

  • Proficient in using CRM systems, with specific experience in Freshdesk and Fresh Caller (preferred not necessary)
  • Excellent verbal and written communication skills.

  • Ability to work weekends, though no evening shifts are required. (only if required)
  • Experience reporting to a manager in a previous role is advantageous.

Given the employment equity policy of Media24, preference will be given to suitable candidates from the designated groups


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