Contact Centre Representatives

• Answer incoming calls, resolving queries at the first point of contact whenever possible.
• Respond to customer’s emails or social media messages.
• Attend to face to face customer queries at eCabs sub-offices.
• Support internal departments with their bookings and queries.
• Build and develop strong customer relations, accurately and efficiently place customer bookings through eCabs CRM.
• Upsell was possible, by identifying opportunities to provide product information to customers.
• Identify and escalate issues to Team Leaders, contribute to the ongoing development and improvement of eCabs’ customer experience.
• Take initiative and notify management of any trends or issues in customer queries.
• Contribute towards successful achievement of customer service KPIs as well as own individual productivity and customer service targets.

Job Requirements:

• Strong interpersonal skills with the ability to handle situations that require understanding, responsiveness and maturity.
• Able to prioritize multiple tasks effectively and in a flexible manner in order to accommodate last-minute requests.
• Align personal performance with the contact centre’s objectives.
• Strong written and verbal communication skills.
• Excellent computer skills (experience with Word, Excel and Outlook).
• Methodical approach with an ability to work under pressure.
• Possess a ‘can-do attitude.