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"<div><p><span style=\"font-family: verdana, geneva, sans-serif; font-size: 11pt;\"><strong>Surgo (PTY) Ltd</strong> 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 WFH/WFO solution, taking pride in our 'people first' approach. We are recruiting for experienced <strong>Czech</strong><strong> Speaking</strong> <strong>Customer Service Support Agents</strong> to join our <strong><u>remote work from home team</u></strong>. <br /><br /><strong>Job Purpose:</strong><br />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.<br /><br /><strong>Requirements:</strong> </span></p>\r\n<ul>\r\n<li><span style=\"font-family: verdana, geneva, sans-serif; font-size: 11pt;\">Grade 12</span></li>\r\n<li><span style=\"font-family: verdana, geneva, sans-serif; font-size: 11pt;\">Well versed in both <strong>Czech</strong> and<strong> English (Read, Write, Speak)</strong></span></li>\r\n<li><span style=\"font-family: verdana, geneva, sans-serif; font-size: 11pt;\">Proficient in MS Office Suite applications</span></li>\r\n<li><span style=\"font-family: verdana, geneva, sans-serif; font-size: 11pt;\">Clear Criminal Record</span></li>\r\n<li><span style=\"font-family: verdana, geneva, sans-serif; font-size: 11pt;\"><strong>Ability to work from home remotely</strong></span></li>\r\n<li><span style=\"font-family: verdana, geneva, sans-serif; font-size: 11pt;\"><strong>Active Fibre Connection</strong></span></li>\r\n</ul>\r\n<p><span style=\"font-family: verdana, geneva, sans-serif; font-size: 11pt;\"><strong>Key responsibilities may include but are not limited to:</strong></span></p>\r\n<ul>\r\n<li><span style=\"font-family: verdana, geneva, sans-serif; font-size: 11pt;\">Answer incoming calls and promptly address customer inquiries.</span></li>\r\n<li><span style=\"font-family: verdana, geneva, sans-serif; font-size: 11pt;\">Provide customers with comprehensive product and service information.</span></li>\r\n<li><span style=\"font-family: verdana, geneva, sans-serif; font-size: 11pt;\">Utilise our in-house operating system to identify, investigate, and resolve customer issues.</span></li>\r\n<li><span style=\"font-family: verdana, geneva, sans-serif; font-size: 11pt;\">Maintain detailed call logs and generate reports as needed.</span></li>\r\n<li><span style=\"font-family: verdana, geneva, sans-serif; font-size: 11pt;\">Assist frustrated customers and escalate issues to senior agents or team leaders when necessary.</span></li>\r\n<li><span style=\"font-family: verdana, geneva, sans-serif; font-size: 11pt;\">Consistently uphold personal productivity standards while ensuring adherence to quality benchmarks.</span></li>\r\n<li><span style=\"font-family: verdana, geneva, sans-serif; font-size: 11pt;\">Perform daily administrative tasks and accurately input essential data into various CRM systems.</span></li>\r\n<li><span style=\"font-family: verdana, geneva, sans-serif; font-size: 11pt;\">Demonstrate strict adherence to Company policies and practices.</span></li>\r\n<li><span style=\"font-family: verdana, geneva, sans-serif; font-size: 11pt;\">Review and take action on assigned cases.</span></li>\r\n<li><span style=\"font-family: verdana, geneva, sans-serif; font-size: 11pt;\">Monitor Average Handling Time to meet established standards.</span></li>\r\n<li><span style=\"font-family: verdana, geneva, sans-serif; font-size: 11pt;\">Adhere to assigned work schedules, occupancy targets, and workflow monitoring.</span></li>\r\n<li><span style=\"font-family: verdana, geneva, sans-serif; font-size: 11pt;\">Ensure compliance with Service Level Agreements (SLAs) by completing cases within agreed-upon timeframes.</span></li>\r\n<li><span style=\"font-family: verdana, geneva, sans-serif; font-size: 11pt;\">Uphold customer service quality standards and align with established business processes.</span></li>\r\n<li><span style=\"font-family: verdana, geneva, sans-serif; font-size: 11pt;\">Maintain full compliance with applicable business processes, legal requirements, and standard operating procedures.</span></li>\r\n</ul>\r\n<p><span style=\"font-family: verdana, geneva, sans-serif; font-size: 11pt;\"><strong>Critical Skills/ Competencies:</strong></span></p>\r\n<ul>\r\n<li><span style=\"font-family: verdana, geneva, sans-serif; font-size: 11pt;\">Strong communication skills, both verbal and written, across all organisational levels.</span></li>\r\n<li><span style=\"font-family: verdana, geneva, sans-serif; font-size: 11pt;\">Proven track record in driving solutions.</span></li>\r\n<li><span style=\"font-family: verdana, geneva, sans-serif; font-size: 11pt;\">Exceptional problem-solving abilities with a keen eye for accuracy.</span></li>\r\n<li><span style=\"font-family: verdana, geneva, sans-serif; font-size: 11pt;\">Self-motivated, proactive, and capable of working autonomously.</span></li>\r\n<li><span style=\"font-family: verdana, geneva, sans-serif; font-size: 11pt;\">Confidence in navigating dynamic work environments.</span></li>\r\n<li><span style=\"font-family: verdana, geneva, sans-serif; font-size: 11pt;\">Adaptability and agility in approach.</span></li>\r\n<li><span style=\"font-family: verdana, geneva, sans-serif; font-size: 11pt;\">Demonstrates resilience and a growth mindset.</span></li>\r\n<li><span style=\"font-family: verdana, geneva, sans-serif; font-size: 11pt;\">Proficient in adapting to evolving situations (adaptive thinking).</span></li>\r\n<li><span style=\"font-family: verdana, geneva, sans-serif; font-size: 11pt;\">Adept at collaborating effectively within a team.</span></li>\r\n<li><span style=\"font-family: verdana, geneva, sans-serif; font-size: 11pt;\">Skilled in prioritising tasks and managing workloads efficiently (excellent organisational skills).</span></li>\r\n</ul>\r\n<p><span style=\"font-family: verdana, geneva, sans-serif; font-size: 11pt;\"><strong>Salary and working hours:</strong></span></p>\r\n<ul>\r\n<li><span style=\"font-family: verdana, geneva, sans-serif; font-size: 11pt;\">Market related, based on the level of experience</span></li>\r\n<li><span style=\"font-family: verdana, geneva, sans-serif; font-size: 11pt;\">Shift Allowance</span></li>\r\n<li><span style=\"font-family: verdana, geneva, sans-serif; font-size: 11pt;\">24/7 Rotational Shifts</span></li>\r\n</ul>\r\n<p><span style=\"font-family: verdana, geneva, sans-serif; font-size: 11pt;\"><strong><br />Should you wish to apply for the position, please apply directly via this job board, please ensure that you quote reference number 202532 subject heading or email body.</strong></span></p>\r\n<p><span style=\"font-family: verdana, geneva, sans-serif; font-size: 11pt;\"><strong>Surgo (Pty) Ltd will consider all applications in terms of its Employment Equity (EE) and is committed in maintaining diversity in its&#8217; appointments. Surgo (Pty) Ltd, therefore also encourages people with disabilities and from other diverse backgrounds to apply. Due to the high volume of applications, should you not receive feedback within three months upon submission, you can assume your application was unsuccessful and we encourage you to reapply. Please note that as a registered member of APSO, Surgo (PTY) Ltd. does not hold applicants accountable for any application fee.</strong><br /><br /><strong>Your CV will be kept on our database for us to contact you should any future vacancies become available. If you do not wish for us to keep your CV for any other positions, please email </strong><a href=\"mailto:recruitment@surgo.co.za\"><strong>recruitment@surgo.co.za</strong></a></span></p>\r\n<p><span style=\"font-family: verdana, geneva, sans-serif; font-size: 11pt;\"> </span></p></div>"
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