Job Description

Pepkor Vacancies – Customer Services Agent

Customer Services Agent – Pepkor Vacancies

About the Role
Pepkor is seeking a dedicated Customer Services Agent to manage, resolve, and escalate customer queries or complaints through both inbound and outbound voice channels. The role requires a professional, customer-focused approach to ensure a seamless and positive customer experience.

Key Responsibilities

Query Handling

• Manage a variety of customer queries and complaints across inbound and outbound communication channels
• Accurately interpret customer concerns and provide relevant information related to accounts, products, and services in line with Standard Operating Procedures (SOPs)
• Escalate unresolved or complex issues to the appropriate stakeholders
• Record accurate dispositions based on the nature of each interaction
• Deliver consistent, high-quality customer service and ensure customer satisfaction
• Complete all administrative tasks related to customer account management with precision

Service Level Management

• Resolve queries within defined service level agreements and departmental standards
• Identify and escalate potential critical or crisis situations to management promptly
• Ensure all interactions are handled efficiently, professionally, and within required timelines

Quality Assurance

• Maintain compliance with departmental quality assurance standards and targets
• Follow all Standard Operating Procedures and approved templates consistently

Adherence

• Comply with scheduled working hours, including start times, breaks, and end times
• Follow all company policies and procedures, including absence management, house rules, and disciplinary guidelines
• Support additional tasks and responsibilities as required

Job Requirements

Experience

• Minimum of 1 year experience in customer service or a contact centre environment
• Typing speed of at least 35 words per minute with 95% accuracy

Qualifications

• Grade 12 or NQF Level 4 qualification

Skills and Competencies

• Knowledge of retail account assistance services is advantageous
• Excellent verbal and written communication skills
• Strong problem-solving ability and capability to perform under pressure
• High level of empathy and ability to handle sensitive customer interactions
• Adaptability and flexibility in a fast-paced environment
• Strong interpersonal and relationship-building skills
• Effective time management, organization, and multitasking abilities
• Solid understanding of contact centre operations and customer support functions

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