Job Description

Pepkor Vacancies – Customer Services Agent

Customer Services Agent – Pepkor Vacancies

Job Description

The Customer Services Agent is responsible for handling, resolving, or escalating customer queries and complaints through inbound and outbound voice channels. This role requires delivering a professional, efficient, and customer-focused service experience at all times while adhering to company standards and procedures.

Key Responsibilities

Query Handling

• Manage a variety of customer queries and complaints via inbound and outbound communication channels
• Accurately interpret customer needs and provide relevant account, product, or service information in line with Standard Operating Procedures (SOPs)
• Escalate unresolved or complex queries to the appropriate stakeholders
• Capture and record correct dispositions based on the nature of each interaction
• Ensure a consistently positive and professional customer experience
• Complete all administrative tasks related to customer account management with accuracy

Service Delivery

• Resolve customer queries in line with departmental Service Level Agreements and SOPs
• Identify and escalate potential high-risk or crisis situations to Management promptly
• Handle all interactions efficiently and within required timeframes to maintain service excellence

Quality Assurance

• Ensure all work outputs meet departmental quality assurance standards and performance targets
• Follow approved procedures, templates, and guidelines consistently

Adherence and Compliance

• Adhere to workforce schedules, including start times, breaks, and shift requirements
• Comply with all company policies and procedures, including absence management and disciplinary guidelines
• Perform additional tasks as required to support operational needs

Requirements

Experience

• Minimum of 1 year experience in a Customer Service or 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
• Strong verbal and written communication skills
• Excellent problem-solving abilities and capacity to work under pressure
• Ability to demonstrate empathy and handle customer interactions with sensitivity
• High level of adaptability and flexibility
• Strong interpersonal and relationship-building skills
• Effective time management with the ability to multitask, organise, and prioritise tasks
• Understanding of contact centre operations and customer support services

APPLY NOW

70 total views, 1 today

Apply for this Job

Name *

Email *

Message *

Upload resumé (pdf, doc, docx, zip, txt, rtf)

Upload cover letter (pdf, doc, docx, zip, txt, rtf)