Grade 12: Call Centre Operator Opportunity at Unilever

Unilever is looking to hire a Call Centre Operator to join its Customer Development department at Heriotdale Factory, JohannesburgThe Purpose of the Call Center Operator role is to answer incoming calls from retail customers to take orders, answer queries and questions relating to OLA Freezers and RAMA coolers in the South African market WRT Repairs and Maintenance, handle complaints, troubleshoot problems and provide information and to perform admin and clerical duties in the cabinet department.

Main Responsibilities

• Answer calls and respond to emails
• Handle customer inquiries both telephonically and by email
• Research required information using available resources
• Manage and resolve customer complaints
• Provide customers with product and service information
• Enter new customer information into system
• Update existing customer information
• Process orders, forms and applications
• Identify and escalate priority issues
• Route calls to appropriate resource
• Follow up customer calls where necessary
• Document all call information according to standard operating procedures
• Complete call logs
• Produce call reports
• Capturing of cabinet information
• Filing of documents
• Act upon reasonable instructions as provided by management

Requirements

• Matric or equivalent
• Proficient in relevant computer applications
• Required language proficiency – English
• Knowledge of customer service principles and practices
• Knowledge of call center telephony and technology
• Some experience in a call center or customer service environment
• Good data entry and typing skills
• Knowledge of administration and clerical processes
• Previous Call Center experience will be to your advantage

Key Competencies

• Verbal and written communication skills
• Listening skills
• Problem analysis and problem solving
• Customer service orientation
• Organizational skills
• Attention to detail
• Judgment
• Adaptability
• Team work
• Stress tolerance
• Resilience