Closing Date: 2024/09/20
Reference Number: TRU240408-1
Job Title: Call Centre Operator
Business Area: Credit Service
Job Type: Permanent
Workplace Type: On-site
Location - Country: South Africa
Location - Province: Western Cape
Location - Town / City: Cape Town
Job Description:
Truworths is a renowned name in the South African fashion industry, constantly evolving and innovating to stay ahead of the competition. We pride ourselves on being dynamic, creative, and always a step forward in fashion trends. At the core of our success is our dedicated team, who share a love for fashion and a drive for excellence. By joining Truworths, you become part of an environment where creativity thrives and hard work is rewarded. Whether you're exploring our stores or working behind the scenes, you'll feel the vibrant energy and ambition that propels us forward.
We are looking for enthusiastic and motivated individuals to join our Fashion Call Centre team in Cape Town. This is an exciting opportunity for individuals who thrive in a fast-paced, customer-centric environment. The successful candidates will engage with customers, resolve inquiries, and ensure satisfaction with our services. Applicants must be flexible, able to work shifts, and have reliable transport. Our Call Centre Operators are essential in maintaining the high standards of customer service that Truworths is known for, and you will play a key role in ensuring customer retention and loyalty.
Key Responsibilities:
- Inbound and Outbound Calls: Efficiently handle both incoming and outgoing calls, ensuring a positive and helpful experience for every customer.
- Quality Assurance: Maintain a high standard of professionalism during calls, from the opening greeting to the conclusion, ensuring that customers feel supported and valued throughout their interaction.
- Collections and Affordability Checks: Perform accurate collections calls and conduct credit line affordability calculations to ensure responsible lending practices.
- Customer Education: Provide valuable information to customers about the benefits of timely payments, the implications of the National Credit Act (NCA), and the services available through Truworths’ Fashion Delivery Service.
- Administrative Tasks: Demonstrate speed and accuracy in adhering to call procedures, updating customer details, and summarizing the necessary information in the memo field for future reference.
- Problem-Solving: Use your initiative to address customer concerns and escalate issues when necessary, ensuring a quick resolution and continued customer satisfaction.
- Continuous Improvement: Stay updated with product knowledge and procedural changes, contributing to ongoing improvements in service delivery.
Qualifications and Experience:
- Qualification/s: Matric or equivalent qualification is essential.
- Experience/Knowledge: While previous call centre or customer service experience is advantageous, we welcome candidates eager to learn and grow in a fast-paced environment. Relevant training will be provided.
Competencies:
Technical Skills:
- Computer literate, with proficiency in Microsoft Word and Excel, to manage and record customer interactions accurately.
Behavioral Attributes:
- Focus and Attention to Detail: You must be able to concentrate on customer needs while ensuring accuracy in capturing data and executing procedures.
- Customer Service Excellence: Strong interpersonal skills are required to communicate effectively and empathetically with customers. Your ability to build relationships and provide a positive experience will be essential.
- Communication Skills: Excellent verbal and written communication in English is critical, as you’ll be engaging with customers over the phone and documenting interactions clearly.
- Independence and Flexibility: You should be capable of working independently, managing your time efficiently, and handling the pressures of a busy environment. Flexibility in working shifts is also a requirement.
- Problem-Solving and Proactivity: You must be proactive in identifying potential issues and solving them effectively, ensuring the best possible outcome for both the customer and the company.
- Positive Attitude: A can-do attitude is crucial for succeeding in this role. You should be driven, self-motivated, and able to maintain a positive outlook, even during high-pressure situations.
- Teamwork: While the role requires independence, being able to collaborate and work well with team members to achieve common goals is essential.
Additional Information:
This is a fantastic opportunity for individuals who are passionate about fashion and customer service. Truworths offers a competitive work environment where every team member is encouraged to grow and develop their skills. The successful candidate will enjoy a rewarding career with plenty of opportunities for advancement within one of South Africa’s leading fashion retailers. Applicants should be prepared to take on challenges with enthusiasm and strive for excellence in every aspect of their role. If you are ready to be part of a dynamic and fast-paced team, apply today and take your career to the next level!
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