ROLE OVERVIEW
The primary role of the Customer Experience Agent is to provide exceptional customer service across multiple communication channels, including incoming calls, email and chat. The role is responsible for ensuring every customer receives accurate information, timely assistance and a positive experience with Hungry Lion. As a key representative of the brand, the Customer Experience Agent serves as the 'voice' and 'face' of Hungry Lion, creating positive interactions that reflect the company's commitment to excellent service.

You will be required to work on a rotational shift schedule, including some weekends and public holidays, during our operational hours.


DUTIES/ RESPONSIBILITIES

• First point of contact for internal and external customers
• All calls to be managed promptly by answering all inbound telephone calls within average handling time
• Providing information of all Hungry Lion products, specials, store locations, trading hours etc.
• Answer and direct all Head Office calls accurately
• Actively identify Head Office vs Store calls to reduce number of store destined calls
• Ensuring that calls are transferred to the department or staff member as per laid down processes
• De-escalate situations involving dissatisfied customers, offering patient assistance and support
• Record all complaints on the CRM tool, Freshdesk
• Handle incoming live chats

• Grade 12
• Must have at least 6 months - 1 years’ experience in a call centre environment or similar environment
• Must be able to work in office as required
• Must be willing to work flexible hours over weekends and public holidays
• Must have your own reliable transport to travel to office the shift rotation is scheduled between the hours of 8am and 8pm (the earliest you can start is 8am and the latest you can knock off is at 8pm)

• Excellent customer service, verbal communication, phone skills and a high level of professionalism
• Must be able to demonstrate a customer centric approach
• The ability to liaise and communicate confidently and professionally with internal and external customers at all levels in multiple countries
• Natural aptitude for problem-solving in a timeous manner
• Excellent communication skills in English and one other official language
• The ability to work under high pressure in a fast-paced environment with numerous tasks handled simultaneously
• Great active listening skills
• Exceptional interpersonal and rapport building skills
• A patient and empathetic attitude
• Strong time management and organizational skills
• Adaptability and flexibility
• Tech savvy