Job Advert Summary
The Call Centre Agent will play a key role in managing communications with clients and suppliers, ensuring timely resolution of order-related issues, and maintaining high levels of customer satisfaction. This individual is responsible for managing calls, tickets, and resolving delayed or problematic orders, all while meeting defined service KPIs. The role also involves generating reports related to order statuses and no-movement items.
At our company, we live by our ICARE values: Innovation , Collaboration , Accountability , Respect , and Empathy . We believe in fostering creativity and developing forward-thinking solutions to drive excellence. Our collaborative approach brings together diverse perspectives to achieve shared goals, while accountability ensures that we take ownership of our actions to build trust and credibility. We hold respect at the core of our interactions, valuing each individual’s contributions and treating everyone with dignity. Lastly, empathy guides us to understand and support others, creating a compassionate and inclusive environment where everyone can thrive.
Minimum Requirements
- Minimum Grade 12.
- Experienced in telephone techniques.
- Computer literacy.
- Data capture experience is an advantage.
- Prior customer service training is desirable.
- Call Centre knowledge and experience.
Duties and Responsibilities
Call Management :
Answer and make calls to clients and suppliers to manage inquiries, provide updates, and resolve any issues.
Ticket Management :
Efficiently handle and manage order tickets to ensure all responses and resolutions are completed in accordance with KPIs.
Order Issue Resolution :
Proactively address and resolve any delayed or problematic orders, coordinating with other teams or suppliers as needed.
Reporting :
Prepare and submit order status reports and no-movement reports for review by the supervisor.
Customer Communication :
Maintain clear, professional, and timely communication with clients and suppliers, ensuring a positive customer experience.
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