ABOUT THE ROLE<\/p>\n
\tThe Multi-Skilled Agent is the first point of contact between Leroy Merlin South Africa and its customers across multiple service channels. The role is responsible for delivering effortless, high-quality service by handling queries efficiently and with empathy.
\n\tAgents ensure accurate ticket management in Zendesk and adapt quickly to evolving customer service technologies and practices.<\/p>\n
KEY RESPONSIBILITIES<\/p>\n
\tHandle customer interactions across all active channels (phone, email, social media, live chat when available).
\n\tProvide accurate information and resolve queries related to orders, deliveries, after-sales, and general product or service support.
\n\tRecord, classify, and manage all customer tickets in Zendesk, ensuring accurate categorization and timely updates.
\n\tEscalate complex queries to the appropriate team while maintaining ownership until resolution.
\n\tCollaborate with internal stakeholders (e.g., Supply Chain, Stores, Marketplace, Installations etc) to resolve customer queries effectively.
\n\tDeliver efficient and empathetic customer service, ensuring a seamless experience.
\n\tAdapt to new tools, processes, and technologies introduced to improve customer service delivery.
\n\tContribute to continuous improvement by sharing recurring issues, customer feedback, and ideas for better service to all relevant stakeholders.<\/p>\n
Requirements<\/p>\n
\tGrade 12 \/ Matric (or equivalent) required.
\n\tProficiency in English
\n\tPrevious customer service or contact center experience
\n\tFamiliarity with Zendesk or other CRM systems is advantageous
\n\tStrong communication skills (verbal & written).
\n\tCustomer-oriented mindset with empathy and patience.
\n\tAbility to multitask and manage queries across different channels.
\n\tProblem-solving and accountability.
\n\tFlexibility and adaptability in a fast-changing environment.
\n\tBasic computer literacy and ability to learn new systems effectively.<\/p>\n
Apply via company website ( N \/ A ) or<\/p>\n
leroymerlin.mcidirecthire.com<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"http:\/\/leroymerlin.mcidirecthire.com","_company_name":"Leroy Merlin","_company_website":"http:\/\/N%20\/%20A","_company_tagline":"Leroy Merlin is a major player in the global DIY market. As the founding company of GROUPE ADEO, Leroy Merlin offers products and solutions for DIY, decoration, construction and gardening. Leroy Merlin is present in 12 countries, with 100 000 co-workers and 400 stores. In 2015 we achieved turnove... read morer of more than \u20ac15 billion. At Leroy Merlin, we believe that people are the central resource of any business. This commitment has allowed us to be regularly reward by the \u201cGreat Place to Work\u201d Institute in different countries. Leroy Merlin as part of GROUPE ADEO is built upon 7 common values: honesty, generosity, mutual respect, closeness, simplicity, consistency and a sense of performance. Team work, initiative and entrepreneurship, as well as passion for people and products, are deeply rooted in our culture.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[11],"job-types":[12],"class_list":["post-22741","job_listing","type-job_listing","status-expired","hentry","job_listing_region-gauteng","job-type-full-time"],"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/22741","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=22741"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=22741"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=22741"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}