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VACANCY

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

    STAY IN TOUCH


    Open Hours

    8am - 5pm Mon - Fri

    Head Office

    140 North Reef Road
    Rietfontein 63-lr,
    Germiston, 1401