Join ShopriteX as a Contact Centre Agent and Delight Customers

Are you passionate about providing excellent customer service? Do you enjoy resolving customer queries and ensuring their satisfaction? Look no further! ShopriteX is seeking dedicated individuals to join their Customer Contact Centre as Contact Centre Agents.

About The Job

As a crucial part of our business, you will have the opportunity to support our customers across various channels and create positive experiences for them.

Role Purpose:

As a Contact Centre Agent at ShopriteX, your role will involve supporting all inbound and outbound customer interactions across multiple channels, such as voice, email, chat, and social media. Your objective will be to provide friendly, knowledgeable, and professional assistance to our customers, striving for a First Contact Resolution (FCR) culture. We operate on a 40-hour work week, scheduled any five days from Monday to Sunday, including Public Holidays, with shifts between 8:00 – 20:00.

Job Description: As a Contact Centre Agent, your responsibilities will include:

• Supporting customer interactions across various channels and resolving queries effectively.
• Contributing towards a culture of excellence and innovation.
• Escalating interactions when necessary and providing feedback to the relevant Resolution Owner.
• Maintaining up-to-date knowledge of performance requirements, brands, products, programs, and processes.
• Providing accurate and complete information to customers.
• Adhering to Service Level Agreements and striving to meet KPI targets.
• Taking necessary steps to drive customer retention and uphold Shoprite standards, policies, and procedures.

Experience, Knowledge, and Skills: To excel in this role, you should possess the following:

• At least 3 years of experience in a Customer Service environment (essential).
• At least 1 year of experience in an Inbound Contact Centre (essential).
• 2 years of eCommerce customer service experience (advantageous).
• Strong problem-solving skills with speed and accuracy.
• Excellent attention to detail.
• A team player mentality with a willingness to go the extra mile.
• Pride in your work and a passion for improving customer experience.

Qualifications:

• Matric or equivalent qualification.
• Post-Matric education would be advantageous.

Benefits: This is a permanent role based in the Northern Suburbs of Cape Town (Brackenfell) with exciting benefits, including a contribution to medical aid and provident fund, discounts on company group brands, and more!

Join ShopriteX as a Contact Centre Agent and be part of a team dedicated to delighting our customers. Apply now to contribute to our culture of excellence and innovation, providing exceptional service across various communication channels.