Surgo (PTY) Ltd is a globally recognised, award-winning, Business Process Outsourcer (BPO), specialising in all your business needs. Offering a wide range of services; from Customer Support and CX, HR Outsourcing, Recruitment Outsourcing, Training and Development, IT Outsourcing, and Brand Management. Offering employees, a supportive and engaging working environment, taking pride in our 'people first' approach. We are recruiting for an experienced Nepali Speaking Customer Service Agent to join our WFO team based in Cape Town. Job Purpose: The key objective of the role is to identify and understand customer needs, delivering a first-class customer service while remaining committed to treating customers fairly. Speaking directly with clients via an inbound line and provide responses to general inquiries, via phone, chat and email. Requirements: • Grade 12 • Well versed in both Nepali and English (Read, Write, Speak) • Proficient in MS Office Suite applications • Clear Criminal Record Key responsibilities may include but are not limited to: • Answer incoming calls and promptly address customer inquiries. • Provide customers with comprehensive product and service information. • Utilise our in-house operating system to identify, investigate, and resolve customer issues. • Maintain detailed call logs and generate reports as needed. • Assist frustrated customers and escalate issues to senior agents or team leaders when necessary. • Consistently uphold personal productivity standards while ensuring adherence to quality benchmarks. • Perform daily administrative tasks and accurately input essential data into various CRM systems. • Demonstrate strict adherence to Company policies and practices. • Review and take action on assigned cases. • Monitor Average Handling Time to meet established standards. • Adhere to assigned work schedules, occupancy targets, and workflow monitoring. • Ensure compliance with Service Level Agreements (SLAs) by completing cases within agreed-upon timeframes. • Uphold customer service quality standards and align with established business processes. • Maintain full compliance with applicable business processes, legal requirements, and standard operating procedures. Critical Skills/ Competencies: • Strong communication skills, both verbal and written, across all organisational levels. • Proven track record in driving solutions. • Exceptional problem-solving abilities with a keen eye for accuracy. • Self-motivated, proactive, and capable of working autonomously. • Confidence in navigating dynamic work environments. • Adaptability and agility in approach. • Demonstrates resilience and a growth mindset. • Proficient in adapting to evolving situations (adaptive thinking). • Adept at collaborating effectively within a team. • Skilled in prioritising tasks and managing workloads efficiently (excellent organisational skills). Salary and working hours: • Market related, based on the level of expe...


Job Reference #: 202643