CALL CENTRE QUALITY ASSURANCE OFFICER REF NO: 259\/2015
\n(12-month contract)
\nDirectorate: Office of the Chief Director: Marine Resources Management
\nSALARY : R196 278 per annum
\nCENTRE : Cape Town<\/p>\n
REQUIREMENTS : A 3-year tertiary qualification in Customer Service Management or Call
\nCentre Management or related field. Experience in a call centre or customer
\nservice environment. Supervisory experience in a call centre or customer
\nservice environment. Knowledge of and the ability to apply the Batho Pele
\nPrinciples. The ability to work with difficult clients and resolve queries.
\nRelevant experience in dealing with stakeholders (both internally and
\nexternally). Reasonable knowledge of the Marine Living Resources Act, 1998
\n(Act No18 of 1998), the Promotion of Access to Information Act, 2000 (Act No
\n2 of 2000), Public Finance Management Act, 1999 (Act No 1 of 1999) and
\nProtection of Personal Information Act, 2013 (Act No 4 of 2013). The ability to
\nwork under pressure. Good communication, interpersonal, planning and
\norganising skills are a necessity. Computer literacy in MS Office Software.<\/p>\n
DUTIES : Ensure that Fisheries Rights Allocation Process (FRAP) Call Centre staff
\nprovide excellent customer service when speaking with clients. Develop,
\nimplement and manage Call Centre standards and guidelines. Ensure the
\ncontinuous development of Call Centre staff to ensure staff are
\nknowledgeable and updated on related matters. Ensure that the conduct of
\nstaff is always courteous and professional. Develop a checklist to determine if
\nthe personnel handle calls according to the set standards and guidelines.
\nContinuously evaluate calls and provide feedback in order to enhance the
\nquality of the calls. Monitor incoming calls and ensure that customers are
\nreferred promptly and correctly in terms of prescripts. Supply basic
\ninformation to customers regarding the Department\u2019s services. Compile and
\npresent reports on the performance of the Call Centre. Supervise and assess
\nFRAP Call Centre personnel.<\/p>\n
ENQUIRIES : Mr Q. Mketsu tel. (021) 402-3018\/3037<\/p>\n
APPLICATIONS : daff6@humanjobs.co.za or fax: 086 762 2951<\/p>\n","protected":false},"excerpt":{"rendered":"
CALL CENTRE QUALITY ASSURANCE OFFICER REF NO: 259\/2015 (12-month contract) Directorate: Office of the Chief Director: Marine Resources Management SALARY : R196 278 per annum CENTRE : Cape Town REQUIREMENTS…..<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_newsletter_tier_id":0,"footnotes":"","jetpack_publicize_message":"","jetpack_is_tweetstorm":false,"jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","enabled":false}}},"categories":[255],"tags":[],"jetpack_publicize_connections":[],"yoast_head":"\n