Job Description

Our client is a leading global digital business services provider, recognized for its vast scale and local presence that enable impactful contributions to communities, clients, and the environment. With a commitment to innovation and sustainability, they deliver cutting-edge, digitally-powered services designed to help some of the world’s most prestigious brands optimize their operations. By leveraging their expertise in advanced technology and deep industry knowledge, they streamline business processes in ways that are both meaningful and sustainable, driving long-term success for their clients.

The purpose of this role is to safeguard, develop and enhance customer loyalty and value by providing excellent customer services. Additionally, the role involves providing the customer with knowledgeable information by identifying and promoting significant products and services.

Job Type: Full-time/Permanent

Location: Cape Town

Workplace: Onsite

Requirements

• An excellent communicator (written and oral)
• Have an excellent command of the Portuguese Language.
• Ambitious.
• Self-Motivated
• Passionate about learning
• Target Driven
• Polite, co-operative and a friendly manner essential
• Professional and welcoming
• Strong customer focus
• Excellent verbal communication skills
• Ability to deliver excellent customer service experience
• Ability to prioritize tasks
• Proven ability to take note of important information
• Computer literacy
• Curious, Team Spirited and Big Hearted
• A positive mind set with a passion for continuous improvement
• An exceptional driven and motivated individual with the passion to succeed in a fast-paced environment
• Matric or equivalent (preferred)
• Minimum of 6 months call center experience working within a similar service/sale driven environment.
• Retail contact center experience- Advantageous
• Email Handling/ Web chat experience (highly advantageous)
• Experience working within retail or similar Industry (highly advantageous)
• Proven Experience in delivering excellent customer services to internal and external customers
• Maintain campaign performance, quality, regulatory and compliance standards

Responsibilities

• Providing exceptional Customer Service to the existing customer base.
• The purpose of this role is to safeguard, develop and enhance customer loyalty and value by providing excellent customer services.
• Additionally, the role involves providing the customer with knowledgeable information by identifying and promoting significant products and services.
• Responding to Inbound Customers and Colleagues escalated sales and queries.
• Queries to identify, qualify and close new business opportunities.
• Understanding customer’s reasons for exploring cancellation, addressing these positively, identifying opportunities, and looking at various options available with the ultimate aim of retaining their business.
• Striving for First Call Resolution, on every contact
• Working closely with service colleagues to raise service standards through escalating issues and opportunities to the most appropriate person, developing joint solutions and sharing best practice.
• Undertaking other customer administration and product processing activities as necessary to maximize operational effectiveness and deal with peaks in demand
• Proactively developing your customer service skill and knowledge, applying best practice techniques and tools and demonstrating our clients People Expectations to maximize your performance
• Complying with all our clients required standard of sales/service excellence and best practice, operating effectiveness and legal and regulatory requirements
• Taking correct information, asking the right questions, and offer the solutions that leave them smiling. That’s why we’ll encourage you to be yourself in our fast-moving, fast growing business.