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Call Centre Agent

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Job Title: Call Centre Agent

Location: Johannesburg, Gauteng

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Closing Date: 30 September 2023

Business Unit: Call Center

Minimum experience: Entry Level

Company primary industry: Customer Services

Job functional area: Customer Service

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Job Description

iStore is the home of everything Apple, and Africa’s largest Apple Premium Reseller. With a retail footprint of more than 30 physical and online stores across Africa that provide expert advice, Apple Authorised Repairs, Business, Education, training and technical support for anything and everything Apple.

The Customer Service Contact agent is the first line of contact for iStore clients. This individual needs to have high energy and a passion for communicating and talking with clients. This is a customer service focused role that ensures clients are assisted with anything ranging from queries, products, to technical support. If you take joy in communicating and helping other, this role could suit you.

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Responsibilities:

  • Provide support, assistance and resolution in line with the iStore trading hours
  • Achievement of targets
  • Adherence to contact centre processes and procedures
  • Handle complaints, answer queries and provide support and general information
  • Be fully conversant with the Core Group’s client care and client satisfaction policies and service level undertakings
  • Display a passion for client service, client satisfaction and commitment to meeting and meeting and exceeding client expectations 
  • Exhibit excellent interpersonal skills and ability to communicate effectively and efficiently with both clients and co-workers in challenging situations i.e. irate clients, conflict resolution, etc.
  • Technical support: Resolving technical issues telephonically and possibly researching technical issues
  • Status queries: Assist customers with queries on all repairs in progress
  • Call logging all incoming telephonic requests
  • Customer service

 Requirements:

  • Matric Certificate
  • South African ID
  • At least 1 year of experience in a Call Centre
  • Key Attributes:
  • Professional
  • Friendly
  • Confident
  • Empathetic
  • Good verbal and written skill
  • Good Telephone etiquette
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