Overview
Customer Service Representative Jobs in City of Cape Town, Western Cape, South Africa at Sourcefit
Title: Customer Service Representative
Company: Sourcefit
Location: City of Cape Town, Western Cape, South Africa
General
- Inbound customer support across the following channels:
- Telephone
- Chat
- Coverage
- Monday to Friday – 06:00-17:00 – via
- All operatives must speak good English.
- Technology integration. You will fully integrate and work within our existing Microsoft Dynamics platform.
- Focusing on metrics to support improvements in service.
- Dynamic staffing to match demand.
Understanding Customer Needs
- Conduct regular surveys and feedback sessions.
- Analyse customer data and interaction history to identify pain points and preferences.
Omnichannel Support
- Provide support across multiple channels: phone, email, live chat, and messaging apps.
- Ensure customers can reach you through their preferred method, increasing accessibility and satisfaction.
- First line via Live Chat Bots: which are fed from Knowledge articles which are published inside D365
- Main volume peak is late August into September; then subsequent peak is January.
- Dynamics 365 ‘Cases’ are used for complex hand offs from front line service e.g. billing package change (A Dynamics 365 Case is a core record used to track and manage a customer's issue, inquiry, or request from initial intake through to its final resolution)
- All conversations (voice, live chat & WhatsApp) are controlled within Dynamics 365 Omnichannel. There is little difference in interface handling to the agent if it is a live chat or WhatsApp.
Technology Integration
- Work within CRM; Microsoft Dynamics 365.
- Leverage AI-driven chatbots for routine inquiries, freeing agents for complex issues.
- Implement smart call routing and queue management to minimise wait times and connect customers to the right agent quickly.
Skilled and Engaged Agents
- Invest in ongoing training for both product knowledge and soft skills (empathy, active listening).
- Empower agents to resolve issues without unnecessary escalation.
- Provide agents with access to customer data for informed decision-making.
- You will ensure that any people assigned to work on our account is not currently working for a similar private schools group.