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Customer Service Representatives

Job Description:Capita SA is seeking a detail-oriented individual, who is ready to contribute toward a successful team through living the Capita culture and values. To talk, listen and interact calmly with our customers, knowing just the right questions to ask to obtain relevant information, and assist you in processing their information.We are supporting our clients as they adapt to a new world in the wake of COVID-19. We are now recruiting for roles which will help our clients to deliver vital services and to resume business wherever possible.We are looking for agents with a passion for customer service excellence to deal with queries from our UK based clientele.Join the winning team, we offer full training and a host of other great benefits!Duties and ResponsibilitiesHandling all customer interaction, including and not limited to incoming telephone calls and chatsStrive for First contact resolution on all calls where possible, utilising trained skills and knowledgebase systemsEffective stakeholder management through following of the correct escalation or transfer processesManage the contact efficiently while maintaining a global standard of qualityStrive to meet and exceed customer experience whilst managing productivity and performance goals.Participate in all scheduled training and coaching sessions at pre-announced timesFully cooperate with all monitoring and coaching activities to improve personal skills and performance resultsCAPITA VALUESImplement and practice the Capita Values through practical application of the behaviours required as a VALUES champion and actively pursue our promise of a great experience again and the purpose of helping to enable othersMinimum Requirements Minimum Qualification: Matric (Completed)9 - 12 months Call Center Customer Service Experience (Non-negotiable)Computer Literacy (MS Office, Social Media, Online, Navigation)Good articulation of the English language (Spoken and Written)Key Competencies Knowledge (what must I know):Experience working in a fast-paced and structured environment Skills and Abilities (what must I be able to do / display):Customer eccentric and focusedAbility to solve our customers problems quicklyAn enthusiastic, positive and motivated outlookAbility to adapt to a changing environmentQuality focusedTelephonyTeam Targets/GoalsAbility to negotiate and influence customers through discussion.Attention to detailRelationship buildingPassion for service and excellenceLives the Capita ValuesManagement/Supervisory Responsibility:This position does not have any management responsibility.IMPORTANTThe shortlisted candidates are subject to be assessed using relevant assessment tools based on the needs and requirements of the role.All shortlisted candidates will be subject to clear vetting checks (ITC/Criminal)Capita South Africa adheres to the principles of the Employment Equity Act and preference will be given to designated groups.Location:Cape Town,South AfricaTime Type:Full timeContract Type:Permanent
Cape Town, WC, ZA