Customer Support Agent

The Customer Support Representative’s role is to deliver top quality Customer Service to the Company’s esteemed customers through email, phone and live chat. The role also includes operational and back-office functions.

Key Responsibilities:

• Handle incoming and outgoing telephone calls, live chats and email communication in order to provide assistance to customers’ enquiries and requests;


• Resolve incoming customer queries and complaints to ensure customer satisfaction;


• Process all tasks in a timely, accurate and courteous manner;


• Complete all related documentation and data entry to high standards and within the set time parameters.


• Creatively look for options, possibilities and solutions for customers;


• Sell solutions and deliver results to customers;


• Ensure that the provision of excellent customer service levels is maintained and exceeded;


• Ensure that there is adherence to the quality parameters, procedures and policies as established by the Company;


• Strive to reach each one’s own targets in order to be able to contribute towards the attainment of the Company’s own targets and standard levels;


• Be responsible to develop and maintain a good knowledge of the Company’s products, services and systems;


• Be sure to comply with all the company’s business processes, policies and legislation requirements;


• To handle all client and customer contacts in line with the Company’s defined standards whilst keeping customer and company details completely confidential from external and third parties;


• The role includes operational and back-office functions, for which training is provided.

Requirements:

• A good command of the English language (both written and spoken) is a must. Additional language/s are considered an asset;


• Experience in a similar role will be considered an asset;


• Ability to work on shift basis, including frequent night shifts.

The Lotter - KMP-95282