Omni-Channel Agent

Overview

Omni-Channel Agent Jobs in Cape Town at Afrizan People Intelligence

Introduction

Purpose of the Position:

To ensure effortless customer experience, sales, and customer retention is enabled and maintained within an Omni-Channel context

Role Location:
North Block, Section 8, Unit 9B, Ground floor, Upper East Side 31 Brickfield Road
Woodstock 7925

Duties & Responsibilities

Effortless Customer Experience Delivery

▪ Ensure delivery of customer service objectives.

▪ Own & resolve customer issues as comprehensively as possible on first contact.

▪ Be a brand ambassador of DStv and create a positive image to the customer and manage impact to brand on digital platforms.

▪ Ensure that issues that cannot be resolved at 1st contact or compromise service are escalated in line with the escalation processes.

▪ Adhere to the set Customer Care processes and business procedures.

▪ Read and adopt all changes related to new and existing products, system and process to deliver effortless customer experience on every contact.

▪ Use relevant tools to support customers on product, system and process knowledge.

▪ Ensure the consistent delivery of all contracted KPIs.

▪ Meet service quality standards as outlined.

▪ Drive customer usage by educating customers on self service and digital service platforms.

Sales Activities

▪ Generate quality leads to ensure that the required conversion ratios are achieved.

▪ Identify opportunities to sell, cross sell and upsell DStv products on all customer interactions.

▪ Converse & engage with customers around DStv VAS offerings. Retentions and Service Recovery Activities

▪ Retain DStv Customers upon cancellation request.

▪ Effect outbound proactive retentions campaigns.

▪ Recover the service where customers complain about service, product, process issues.

▪ Identify any activities that may have potential negative impact to the Multichoice brand and escalate via the defined escalation processes.

Customer Relationship Management

▪ Proactively engage customers on all active campaigns and service disruptions.

▪ Update customer details (email, contact number) on all customer contacts.

▪ Utilize consumer profiling analytics to complete any targeted campaigns.

▪ Actively campaign the CVM calender to clients where applicable.

Omni Channel Service Delivery

▪ Adhere to the Multichoice social media policy and the Multichoice Digital Care SOP’s

▪ Interact with customer on multiple platforms(Inbound voice, outbound voice, Digital Platforms)

▪ Drive customer usage by educating customers on self service and digital service platforms.

▪ Proficiency in digital language(Live Chat, Social Media, Whatsapp and Email)

Teamwork

▪ Work within a team to deliver on performance objectives.

▪ Support peers and provide expertise to help in sustaining good performance.

▪ Share relevant product, system, process information with peers as and when required.

▪ Foster healthy, productive working relationships with peers.

Training and Development

▪ Ensure that skill & knowledge gaps are closed by participating in online learning.

▪ Ensure that training on new products, services & processes is completed.

▪ Attend relevant training from time to time to develop customer service skills.

▪ Work on objectives of own Personal Development Plan as agreed with Team Leader.

▪ Participate in self-learning to support all technical requirements of MultiChoice products.

▪ Participate in self-learning to improve customer conversations around DStv content.

▪ Participate in self-learning to uplift customer service & sales performance.

▪ Take regular knowledge assessments and work with Team Leader to address gaps.

▪ Take ownership of self-development and career progression, supported by Team Leader.

Performance

▪ Meet set performance standards & KPIs.

▪ Take ownership of own performance and partner with Team Leader to close gaps.

▪ Regularly review own performance on the Reward & Recognition dashboards.

▪ Take responsibility to highlight obstacles to Team Leader that impedes own performance.

▪ Ensure that service levels are met by adhering to planned schedules & shifts.

Desired Experience & Qualification

Qualifications

▪ A Matric Certificate or NQF 4 Equivalent

▪ Relevant degree or diploma

Experience

▪ A minimum of 1-2 years contact centre experience (Blend Of Customer Care & Sales)

Technical and Behavioural Competencies

Technical Competencies

▪ Verbal and written communication

▪ Sales techniques

▪ Telephone etiquette

▪ Product Knowledge

▪ Policies and Procedures

▪ Negotiation

▪ Customer Service Oriented

Behavioral Competencies

▪ Problem Solving

▪ Results Orientation

▪ Attention to Detail

▪ Time Management

▪ Planning & Organizing

▪ Resilience

▪ Ideas Generating

Interested?

If you meet the above requirements and are interested in this opportunity, please apply via the following link: https://afrizan.vincere.io/careers/apply/83241/omni-channel-agent

Please note that: We will only be considering applicants that apply through the provided link above.

EE Disclaimer:
All positions will be filled in accordance with the company’s Employment Equity plan. We encourage people with disabilities to apply.

Application Unsuccessful Disclaimer:
If you do not receive feedback within two weeks of your application, please consider it unsuccessful. Keep an eye on our website and other career sites for future opportunities.

Work Location: In person

Title: Omni-Channel Agent

Company: Afrizan People Intelligence

Location: Cape Town