Grade 12 or equivalent qualification.
\nAn appropriate tertiary career-related qualification (3 year diploma or degree) will be an added advantage.
\nRelevant Customer Care and Call Centre experience with experience in call centre technological systems
\nComputer literate (extensive knowledge of Excel, Word, Outlook)
\nKnowledge of SAP will be an added advantage<\/p>\n
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Personal attributes \/ competencies: <\/strong><\/p>\n Negotiation skills; Leadership skills; Communication skills; Analytical skills; Organizational skills; Advanced Linguistic Proficiency; Ability to do presentations<\/p>\n <\/p>\n Duties: <\/strong><\/p>\n Analyses, Processes and Co-ordinates information on the service interruption process by:
\nReceiving request\/complaints from customers and locating the customers detail on the computer
\nAnalyzing the request and capturing relevant information on the computer system, using appropriate software package.
\nProviding the customer with relevant information and updating the system.
\nConducting planned outage warning calls and other proactive information to customers.
\nCompleting required updating and follow-up procedures with affected customers by updating system information and calling customers to ensure satisfaction.
\nProcess and conduct account operations and customer service information and actions by:
\nAdvertising pre-paid customers vending and other relevant information such as electricity usage.
\nAllocates electricity basic subsistence tariff telephonically.
\nProcessing Tele-transaction and updating customer information on relevant systems.
\nProcessing account queries and enquiries
\nInitiating and responding to customer requests.
\nLiaising with other processes and instructing required actions that have been indicated to the customer.
\nProvides related information and processes general customer request by:
\nReceiving the call, analyzing the interaction, capturing relevant information and responding to requests.
\nParticipates in and initiate continuous improvement and corrective actions:
\nIdentifying system, process and customer problems, exceptions, needs and service improvement opportunities.
\nReporting problems or opportunities to Supervisor.
\nParticipating in information sharing, development and implementation.<\/p>\n