Multimedia Agent

Multimedia Agent

Ask for details by WhatsApp

Northern Suburbs, Western Cape

Full job description

To action, resolve or escalate a range of customer queries or complaints via various communication channels (e.g. inbound / outbound voice, email, WhatsApp,etc.) in a professional and customer centric manner and perform administrative functions relating to store maintenance and staff card reconciliations.

Query Handling

  • Handle a range of customer queries and/or complaints via various communication channels (e.g. inbound / outbound voice, email, WhatsApp,etc.)
  • Interpret and resolve queries by providing accurate account, product and / or service related information aligned to the Standard Operating Procedures
  • Access various systems as required to resolve queries and / or complaints and accurately update information
  • Escalate relevant queries to stakeholders to ensure resolution
  • Capture the correct dispositions based on the nature of the query and / or complaint
  • Action and resolve queries relating to store maintenance and staff card
  • Perform staff card reconciliation functions and attend to associated queries
  • Provide a professional customer experience and satisfaction at all times

Service Level

  • Resolve queries in line with departmental standards, Service Levels and Standard Operating Procedures
  • 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 by the team leader from time to time


  • Must have 2 years’ contact centre experience, of which 1 year must be in a multi-media, escalations or similar role


  • Grade 12 or NQF Level 4
  • Tertiary level education in Communications, Marketing, or Business Management would be advantageous

Functional Knowledge and Skills

  • Excellent verbal & written communication skills communication skills
  • Customer Focused
  • Experience/knowledge of retail account services
  • 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
  • Time and self-management skills with the ability to multi-task, organise and prioritise
  • Analytical and problem solving skills
  • Microsoft Office

email your resume/cv [email protected]

Share on

Customer reviews

No reviews yet.
Click here to contact us on WhatsApp