Customer Services Agent

Tenacity: Customer Services Agent


Customer Services Agent

Location: Northern Suburbs (Cape)


Job Ref #: TFS-489


Job Type: Permanent


Closing Date: Not Specified


To action, resolve or escalate a range of customer queries or complaints via inbound our outbound (as required) voice channels in a professional and customer-centric manner.


Key Responsibilities 


Query Handling

  • Handle a range of customer queries and/or complaints via inbound or outbound communication channels
  • Interpret and resolve queries by providing accurate account, product and/or service related information aligned with the Standard Operating Procedures (SOPs)
  • Escalate relevant queries to stakeholders to ensure the resolution
  • Capture the correct dispositions based on the nature of the query and/or complaint
  • Provide a professional customer experience and satisfaction at all times
  • Action administrative requirements related to customer account management accurately

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Service Level

  • Resolve queries in line with departmental standards, Service Levels and Standard Operating Procedures (SOPs)
  • Promptly escalate potential crisis situations to Management
  • Action all queries in an efficient, professional and timeous manner that will ensure a positive customer experience

Quality Assurance 

  • Ensure outputs are aligned to departmental Quality Assurance standards and targets
  • Adhere to Standard Operating Procedure and departmental templates where relevant


  • Adhere to workforce schedule i.e. start and end time, lunch and body breaks
  • Adhere to all Company Policies and Procedures e.g. Absence Management Policy, House Rules, Disciplinary Policy
  • Action any other instruction from management



  • Minimum 1 year Customer Service / Contact Centre experience
  • Minimum typing speed of 35 word per minute and 95% accuracy


  • Grade 12 or NQF Level 4

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Functional Knowledge and Skills

  • Experience/knowledge of retail account assistance services advantageous
  • Strong verbal & written communication skills
  • High problem solving skills and ability to work under pressure
  • Ability to show empathy and handle customers sensitively
  • Ability to be flexible and display strong adaptability skills
  • Strong interpersonal skills and experience
  • Time & self-management skills with the ability to multi-task, organise and prioritise
  • Knowledge of contact centre and customer support functions/services


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