Cape Town City Centre: Chat Agent posted by Merchants SA Pty Ltd

Position Overview As an International Call Centre Agent (Customer Service Representative), you will act as a Brand Ambassador, serving as the first point of contact for customers. We are seeking individuals who have a strong passion for customer service, enjoy problem-solving, and are committed to delivering an exceptional experience in every interaction. Key Responsibilities Provide first-class service by assessing and responding to customer needs with sound judgment and professionalism. Handle customer inquiries and complaints with care, accuracy, and a solutions-driven approach. Manage complex customer issues in an informed and responsible manner, utilizing available resources. Complete call documentation accurately, including call history, customer follow-ups, and escalations where necessary. Stay up to date with programs, processes, and product knowledge through continuous learning. Maintain strict confidentiality of customer information in compliance with legislation and company guidelines. Uphold company values by demonstrating tact, diplomacy, and empathy in every customer interaction. Requirements Matric / NQF Level 4 qualification. Previous experience in an international call centre environment is essential. Background in the Call Centre/or retail industry will be considered an advantage. Strong oral and written communication skills (including typing, spelling, and grammar). Ability to adapt to change, learn new skills quickly, and apply knowledge effectively. Computer literacy with advanced PC skills and the ability to navigate multiple systems. Positive attitude, teamwork skills, and professional demeanor. Proven ability to handle sensitive or complex customer issues in line with policies and best practices. Willingness and availability to work flexible shifts as required.