<h3><strong>Shoprite Call Centre Agents</strong></h3>
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<p><strong>Details</strong></p>
<p><strong>Job Details</strong></p>
<p><strong>Closing Date</strong></p>
<p><strong>2025/07/14</strong></p>
<p><strong>Reference Number</strong></p>
<p><strong>SHO250707-6</strong></p>
<p><strong>Job Title Contact Centre Agent</strong></p>
<p><strong>Job Type Permanent</strong></p>
<p><strong>Location &#8211; CountrySouth Africa</strong></p>
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<p><strong>Purpose of the Job</strong></p>
<p><strong>The purpose of the Contact Centre Agent is to provide efficient customer support for all inbound and outbound customer interactions within available contact centre channels in a timely, friendly, knowledgeable, and professional manner. This involves providing a personalized service to customer needs by evaluating client queries and complaints to accurately guide them towards a solution or escalate the incidents concerned for further resolution. This role operates within a fast-paced and dynamic environment with reasonably large volumes of customer interactions. Working hours are a 40-hour work week, scheduled any five days from Monday to Sunday (shift work 8am -8pm) including public holidays.</strong></p>
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<p><strong>Job Advert Details</strong></p>
<p><strong>Job Category Customer Service</strong></p>
<p><strong>Job Objectives</strong></p>
<p><strong>Support customer interactions across various channels (including voice, email, chat, social media, etc.). </strong></p>
<p><strong>Answer and resolve customer interactions timeously to drive a First Contact Resolution (FCR) culture, by being knowledgeable and able to troubleshoot effectively.</strong></p>
<p><strong>Responsible to continually contribute towards a culture of excellence and innovation.</strong></p>
<p><strong>Own and manage all non-FCR interactions by escalating it to the relevant Resolution Owner, gaining feedback and relaying the information back to the customer. </strong></p>
<p><strong>Remains knowledgeable of performance requirements, brands, products, programmes and process documentation. </strong></p>
<p><strong>Ensure necessary systems are updated accordingly. </strong></p>
<p><strong>Provide accurate, valid, and complete information to customers. </strong></p>
<p><strong>Ensure all Service Level Agreements are adhered to and strive to meet set KPI targets.</strong></p>
<p><strong>Take the necessary steps to drive up customer retention. </strong></p>
<p><strong>Ensure all set Shoprite standards, policies and procedures are followed. </strong></p>
<p><strong>Proactively seek ways to continuously improve the customer experience.</strong></p>
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<p><strong>Qualifications</strong></p>
<p><strong>Grade 12 / Matric – (essential).</strong></p>
<p><strong>NQF level 4, Post matric qualification – (preferred).</strong></p>
<p><strong>Experience</strong></p>
<p><strong>+1 years in a Customer Service environment in a similar role, with the ability, knowledge and skills in providing excellent customer service support – (essential).</strong></p>
<p><strong>Knowledge and Skills</strong></p>
<p><strong>Proficient in Microsoft O365 with a focus on applicable tools to execute areas of function – (essential).</strong></p>
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<a class="maxbutton-1 maxbutton" href="https://shoprite.erecruit.co/candidateapp/Jobs/Categories/Contact_Centre/6350a4b4fd8b45f898a693fbf75d9831?sfnsn=scwspwa"><span class='mb-text'>CLICK HERE TO APPLY</span></a>

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