Adcorp BLU Recent Job Recruitment – Apply Now!

Posted on :

28 Feb, 2023

Category :

Customer Service Jobs in South Africa

A growing telecommunications company is seeking technical call center agents to join their team.





Job Title: Customer Service Agent – Contract
Location: Roodepoort

Job Summary:
Duties & Responsibilities:
Strive to make callers feel valued and important
Consider the implications of actions to be taken on the image of the company
Understand the immediate consequence and impact of activity on the business
Respond and attend to queries and problems in line with set guidelines
Escalate unresolved queries timeously
Ensure resolution of problems on first call as far as possible
Drive first call resolution (calls to case ratio must be less than 15%)
Deliver first time right service excellence.
Identify processes and procedures where the quality of work may be improved.
Understand the consequences of not maintaining quality focus and operate appropriately
Ensure the company quality standards are implemented correctly.
Adhere to prescribed schedules
Ensure that service levels meet standards
Courteously and timeously answer all inbound telephone calls
Attend to queries and needs of callers as required within procedures
Resolve all queries related to products, services, accounts, etc
Provide technical assistance
Load all products and services on the systems as required by customers
Perform technical functions on systems e.g. activation of international roaming and dialling
Provide first line data support to data customers.
Ensure accurate logging of all calls
Escalate any anomalies
Provide a debt collection function for credit management
Make payment arrangements with customers where necessary and apply the payment arrangement policy in line with customer service delivery
Differentiate between different types of customer and apply appropriate policies and procedures
Maintain and validate sensitive customer information in line with security protocols and account holder validation
Load billing limits for customers
Manage customer expectations of terms and conditions
Draw up comprehensive action manager notes for all transactions
Maintain customer relationships
Improve methods of carrying out work through on-the-job concrete experience
Ensure that resources of time, skills, equipment and materials are neither wasted nor misused
Support the work performed by others
Perform ad hoc projects on an occasional basis as required
Retain customers within retention strategies
Assist with proactive workflows
Own customer experience performance, manage it and put in place corrective measures if needed
Ensure all customer queries are attended to and resolved within agreed SLA’s
Call tracking
Reporting, Quality Management, Operational Coordination
Problem Identification and Resolution / Problem Solving
Provide input and enhance into our self-service channels
To operate in multiple channels (telephony, WhatsApp, Social channels, etc) – operate in an Omni-channel ecosystem
Exercise judgement through the senses, i.e., hearing, sight, etc, e.g., using training and experience with discretion centred around quality in order to solve problems
Must be able to work Shifts ( 7- 4, 8 – 5 , 10 – 7 and 1 – 10)

Desired Experience & Qualification:
Matric or equivalent
Fluent in English
1 Year Call centre experience
Quality driven
Customer satisfaction (high quality standards met)
Problems resolved effectively
Effective implementation of processes and procedures
Time keeping, attendance and adherence to schedules, authorised breaks, etc
Calls answered promptly and accurately logged
Well-presented and well spoken
Company image promoted and maintained
Available for overtime hours
Proficient in relevant computer applications and call centre systems
Communication, adaptability, high-energy level
Results orientated, operational astute
Verbal and written communications skills
Feedback & Communication skills
Strong “can-do“attitude combined with an ability to use minimum resources to get maximum outputs
Time management, specifically the ability to prioritize
Flexibility – the ability to adapt and change in the light of changing circumstances / new information
Stress management skills
Constant pressure to meet extremely tight deadlines
Working in a dynamic and busy open plan environment

To Apply:

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