POSITION: CONTACT CENTER AGENT

DIVISION:  JOHANNESBURG

PUPOSE OF THE JOB:

To ensure the effective and efficient handling of all Customer queries and that Service standards are upheld.

MAIN RESPONSIBILITIES:

• Perform functions that may include but are not limited to:

  • Deal directly with clients telephonically and electronically
  • Respond promptly to emails and maintain a 45min turnaround time
  • To handle and resolve service delivery issues efficiently and effectively by ensuring all relevant information is given to branches for resolution
  • To enhance productivity by following up on customer communication from branches and keeping clients informed
  • Build relationships with customers
  • Ensure R-notes are Updated
  • Process collections for all service types
  • Direct unresolved issues to designated KAM’s/CSA/Inhouse
  • Communicate effectively with branch staff / drivers and build relationships
  • Limit transferred calls by owning the query
  • Maintain the average calls taken as per SLA and duration of calls
  • Attend training courses made available by the company.

SKILLS AND KNOWLEDGE:

• Interpersonal skills
• Communication skills – verbal and written English
• Listening skills
• Problem analysis and problem-solving
• Attention to detail and accuracy
• Adaptability
• Initiative
• Stress tolerance
• Proficient with systems (i.e.: Microsoft products, Tracking Systems (e.g. Trentrac, Crosstrac and NTS).
• Geographical knowledge of R.S.A.
• Flexibility to work shifts and weekends

QUALIFICATIONS AND EXPERIENCE REQUIRED FOR THE POSITION:

• South Africa citizen
• Grade 12 certificate
• Al least 3 years contact centre experience
• Computer literate: MS package
• Acceptable typing speed and accuracy
• Acceptable voice, pronunciation and intonation to deal with customers telephonically
• Knowledge of administrative procedures
• Numeric, oral, and written language applications

Interested parties to send CV to antoinettek@skynet.co.za