Join Servest as a Call Center Agent and be part of our Client Care Desk team. Apply now for a role that offers the chance to deliver exceptional customer service and contribute to our industry-leading reputation.
Location: Johannesburg, Gauteng, South Africa
Closing Date: July 2, 2024
About Servest:
Welcome to Servest, a trailblazer in the Integrated Facilities Management industry, known for our innovative approach and commitment to excellence. Our environment is designed to foster growth and skill development, making it an ideal place for top talent to thrive. We are excited to announce an opportunity for a dynamic and motivated Call Center Agent to join our vibrant team at the Head Office in Waterfall.
Position Overview:
As a Call Center Agent at Servest, you will be an integral part of our Client Care Desk team, within the Shared Services Business Unit. This role offers a unique opportunity to contribute to our mission of delivering exceptional customer service and maintaining our reputation as a leader in the industry. Reporting directly to the Client Care Desk Team Leader, you will be the voice of Servest, handling a variety of customer interactions and ensuring their needs are met with professionalism and efficiency.
Key Responsibilities:
- Customer Interaction: Handle incoming calls that range from customer service inquiries to telesales and general questions. Your primary goal will be to ensure each customer feels heard and valued.
- Call Routing: Efficiently route calls to the appropriate colleagues or departments to ensure swift and accurate resolution of customer queries.
- Issue Resolution: Manage and resolve customer complaints with empathy and professionalism, ensuring customer satisfaction.
- Escalation Management: Identify and escalate complex issues to supervisors when necessary, ensuring they are addressed promptly and effectively.
- Product Knowledge: Provide detailed product and service information to customers, helping them make informed decisions.
- Lead Management: Log and transfer sales leads to the relevant divisions, supporting our sales team in capturing new business opportunities.
- Documentation: Accurately document all call information in line with our standard operating procedures, maintaining a thorough record of customer interactions.
- Trend Analysis: Recognize, document, and alert the management team to trends in customer calls, contributing to continuous improvement efforts.
- Follow-Up: Conduct follow-up calls to ensure customer satisfaction and address any lingering issues.
- Upselling: Identify opportunities to upsell products and services, enhancing customer experience and driving additional revenue.
- Daily Reporting: Complete call logs and reports daily, ensuring transparency and accountability.
- Knowledge Maintenance: Stay up-to-date with product, service, and process knowledge to provide accurate and current information to customers.
- Mailbox Management: Manage general mailboxes associated with Servest, including info@servest.co.za, following standard operating procedures.
- Social Media: Assist with social media community management, engaging with customers and addressing their inquiries or concerns on various platforms.
- Additional Duties: Perform other duties as assigned by the management to support the team and the organization.
Qualifications:
- Education: Matric (Grade 12) is required.
- Technical Skills: Proficiency in relevant computer applications and excellent data entry and typing skills.
- Customer Service: A strong understanding of customer service practices and principles.
- Communication Skills: Superior listening, verbal, and written communication skills.
- Stress Management: Ability to handle stressful situations appropriately, maintaining composure and professionalism.
Why Join Servest?
At Servest, we value our employees and provide an environment where they can grow and excel.
- Career Development: Opportunities for continuous learning and career advancement within the company.
- Innovative Environment: A workplace that encourages innovation and creative problem-solving.
- Supportive Team: A collaborative and supportive team culture where your contributions are recognized and valued.
- Impactful Work: The chance to make a real impact by delivering top-notch customer service and contributing to the company’s success.
If you are a proactive, customer-focused individual with a passion for delivering exceptional service, we want to hear from you! Apply now and become a part of the Servest family, where your skills and talents will be nurtured and appreciated.
How to Apply:
Submit your application by July 2, 2024, referencing the job title “Call Center Agent” and the reference number SER240625-1.
Join Servest and take the next step in your career with a company that values your potential and is committed to your success.
APPLY HERE FOR CALL CENTRE AGENT ROLE
