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Customer Service Associate

  • Job
    Full-time
    Expert Level
  • Customer Relations
    Sales & Business Development
  • Cape Town

AI generated summary

  • You must have international contact center and complaints experience, plus retentions and online retail skills. Grade 12 passed, shift flexibility for UK hours, and strong English communication are essential.
  • You will resolve escalated cases, manage work orders, assist customers, ensure first contact resolution, protect information, and share knowledge, maintaining excellent service at all times.

Requirements

  • Must have experience international contact centre experience (essential)
  • Must have 12 months Complaints experience (essential)
  • Retentions experience
  • Online Retail experience
  • Passed Grade 12
  • Ability to work shifts aligned to UK business hours
  • Proficient in English verbal communication
  • Are self-motivated and highly responsible

Responsibilities

  • Taking ownership of high profile, escalated cases from beginning to resolution
  • Manage work order within business SLA's
  • Placing offline orders for new and existing customers
  • Supporting vulnerable customers as appropriate and treating customers fairly
  • Proactively offer solutions to any issues or concerns that customers might face
  • Consistently applying agreed behavioural and compliance standards
  • Sharing knowledge and skills with other members of the team
  • Communicating new information that is relevant to the campaign to colleagues, customers and managers
  • Developing and maintaining current knowledge of the campaign
  • Ensuring first contact resolution at all times
  • Protecting information security and taking responsibility for highlighting any issues that you are made aware of by using the correct processes
  • Providing excellent customer experiences at all time
  • Verifying and updating customer information
  • Proactively offer solutions to any issues or concerns that customers might face

FAQs

What is the salary for the Customer Service Associate position?

The salary for the Customer Service Associate position is R7500 per month.

What are the working hours for this role?

The working hours are aligned to UK business hours, and the position requires the ability to work shifts.

Is international contact center experience required?

Yes, international contact center experience is essential for this role.

Are there any additional incentives offered?

Yes, there are incentives up to R3000 available in addition to the base salary.

Does the company provide medical aid?

Yes, the company offers medical aid for the main member and medical insurance for the employee and two dependents.

What qualifications do I need to apply for this role?

You must have passed Grade 12 and possess 12 months of complaints experience, along with other qualifications as mentioned in the job description.

What type of training opportunities does the company provide?

The company offers team building and upskill training opportunities as part of its employee development initiatives.

Is there a pension fund included in the benefits?

Yes, a pension fund is included as part of the benefits package.

How does the company support employees' well-being?

The company provides access to an Employee Assistance Programme (EAP), financial well-being sessions, will writing sessions, and stress management sessions.

Is Concentrix an equal opportunity employer?

Yes, Concentrix is an equal opportunity employer and evaluates qualified applicants without regard to various legally protected characteristics.

Consulting
Industry
10,001+
Employees

Mission & Purpose

We’re Concentrix. A global technology and services leader that powers the world’s best brands, today and into the future. We’re human-centered, tech-powered, intelligence-fueled. Every day we design, build, and run fully integrated, end-to-end solutions at speed and scale across the entire enterprise.