A growing telecommunications company is seeking technical call center agents to join their team.<\/p>\n
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Job Title: Customer Service Agent – Contract<\/strong> Job Summary:<\/strong> Desired Experience & Qualification:<\/strong>
\nLocation:<\/strong> Roodepoort<\/p>\n
\nDuties & Responsibilities:<\/strong>
\nStrive to make callers feel valued and important
\nConsider the implications of actions to be taken on the image of the company
\nUnderstand the immediate consequence and impact of activity on the business
\nRespond and attend to queries and problems in line with set guidelines
\nEscalate unresolved queries timeously
\nEnsure resolution of problems on first call as far as possible
\nDrive first call resolution (calls to case ratio must be less than 15%)
\nDeliver first time right service excellence.
\nIdentify processes and procedures where the quality of work may be improved.
\nUnderstand the consequences of not maintaining quality focus and operate appropriately
\nEnsure the company quality standards are implemented correctly.
\nAdhere to prescribed schedules
\nEnsure that service levels meet standards
\nCourteously and timeously answer all inbound telephone calls
\nAttend to queries and needs of callers as required within procedures
\nResolve all queries related to products, services, accounts, etc
\nProvide technical assistance
\nLoad all products and services on the systems as required by customers
\nPerform technical functions on systems e.g. activation of international roaming and dialling
\nProvide first line data support to data customers.
\nEnsure accurate logging of all calls
\nEscalate any anomalies
\nProvide a debt collection function for credit management
\nMake payment arrangements with customers where necessary and apply the payment arrangement policy in line with customer service delivery
\nDifferentiate between different types of customer and apply appropriate policies and procedures
\nMaintain and validate sensitive customer information in line with security protocols and account holder validation
\nLoad billing limits for customers
\nManage customer expectations of terms and conditions
\nDraw up comprehensive action manager notes for all transactions
\nMaintain customer relationships
\nImprove methods of carrying out work through on-the-job concrete experience
\nEnsure that resources of time, skills, equipment and materials are neither wasted nor misused
\nSupport the work performed by others
\nPerform ad hoc projects on an occasional basis as required
\nRetain customers within retention strategies
\nAssist with proactive workflows
\nOwn customer experience performance, manage it and put in place corrective measures if needed
\nEnsure all customer queries are attended to and resolved within agreed SLA\u2019s
\nCall tracking
\nReporting, Quality Management, Operational Coordination
\nProblem Identification and Resolution \/ Problem Solving
\nProvide input and enhance into our self-service channels
\nTo operate in multiple channels (telephony, WhatsApp, Social channels, etc) \u2013 operate in an Omni-channel ecosystem
\nExercise 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
\nMust be able to work Shifts ( 7- 4, 8 – 5 , 10 – 7 and 1 – 10)<\/p>\n
\nMatric or equivalent
\nFluent in English
\n1 Year Call centre experience
\nQuality driven
\nCustomer satisfaction (high quality standards met)
\nProblems resolved effectively
\nEffective implementation of processes and procedures
\nTime keeping, attendance and adherence to schedules, authorised breaks, etc
\nCalls answered promptly and accurately logged
\nWell-presented and well spoken
\nCompany image promoted and maintained
\nAvailable for overtime hours
\nProficient in relevant computer applications and call centre systems
\nCommunication, adaptability, high-energy level
\nResults orientated, operational astute
\nVerbal and written communications skills
\nFeedback & Communication skills
\nStrong \u201ccan-do\u201cattitude combined with an ability to use minimum resources to get maximum outputs
\nTime management, specifically the ability to prioritize
\nFlexibility \u2013 the ability to adapt and change in the light of changing circumstances \/ new information
\nStress management skills
\nConstant pressure to meet extremely tight deadlines
\nWorking in a dynamic and busy open plan environment<\/p>\n