Customer Service Agent Office Based Cape Town
Job Description
Surgo (PTY) Ltd, a global award winner in the BPO industry, has partnered with a Live Answering Service provider based in the USA contracted to approx. 3500 companies nationwide. Boasting 45+ years of experience as a third-generation family business, they built a strong business culture that is centered around people, with many relationships lasting more than 20 years.
We are recruiting for an office based Customer Service Agent / Virtual Receptionist to join our specialist team in Cape Town (proposed Milnerton - surrounds)
Start date, 05 June 2023.
Job Purpose:
As a trained customer service professional you will be required to perform a personalised service with lead intakes, scheduling of appointments, transferring of calls, or the relaying of messages directly to clients. The successful incumbent will be required to deliver a high quality customer care service / virtual receptionist function on a reliable and accurate manner at all times.
Minimum Requirements:
- Grade 12
- Tertiary qualification in related fields below will be advantageous
- 1 to 2 years' experience in a call center or heavy call volume role, OR
- 3 years' experience in a professional/administrative role with light call volume, OR
- 3 years' experience in a heavy customer-facing role as a Manager, Supervisor, or Team Lead
- Well versed in English (Read, Write, Speak)
- Well versed in Spanish (Read, Write, Speak) a definite plus!
- Tech Savvy and fully competent in Microsoft Office packages
- Clear criminal record
- SA ID / Valid Work Permit (if applicable)
- Ability to work USA working hours/Rotational shifts - night shift
- Driver’s License: Code 08 and own reliable transport (Advantageous)
Key Performance Areas:
- Adhere to Answering Service Care’s call-handling expectations, accurately completing over 200+ calls per day, limiting personal bias while answering calls professionally
- Create exceptional caller experiences that delight and WOW by seeking opportunities to make meaningful connections with customers and callers
- Maintain accuracy, mindfulness, and a strong attention to detail in written communication
- Cross “T’s” and dot “I’s,” use proper spelling, grammar, and logical message composition
- Communicate professionally and with personality
- Multi-task in a fast-paced, technology-rich environment
- Toggle between two screens and utilise multiple applications simultaneously, while delivering exemplary caller experiences
- Precisely and consistently follow call-handling instructions on every call
- Provide detailed, accurate notes and messages from callers, and take ownership of mistakes when they happen
- Adhere to role metrics and call handling expectations in support of dept. KPI’s
Working hours:
- Monday to Sunday (Rotational Shifts 24/7 - post training)
- First three months training / coaching, 7pm - 4am (Monday to Friday)
Salary:
- Market related
Position Location:
- Milnerton and surrounds (Cape Town)
Should you wish to apply for the position, please apply directly via this job board, please ensure that you quote reference number 202298 subject heading or email body.
Surgo (Pty) Ltd will consider all applications in terms of its Employment Equity (EE) and is committed in maintaining diversity in its’ appointments. Surgo (Pty) Ltd, therefore also encourages people with disabilities and from other diverse backgrounds to apply. Due to the high volume of applications, should you not receive feedback within three months upon submission, you can assume your application was unsuccessful and we encourage you to reapply.
Your CV will be kept on our database for us to contact you should any future vacancies become available. If you do not wish for us to keep your CV for any other positions, please email recruitment@surgo.co.za