Call Centre Agent Vacancy for unemployed youth

at HR Genie
Location Johannesburg, South Africa
Date Posted November 7, 2019
Category Telecommunications
Job Type Full-time

Description

Ensures excellent quality customer queries resolutions within the stipulates timelines. Build and maintain excellent relationships with customers. The agents are the voice and the first point of contact with Customers. Customer Care is Key to this function.

KEY PERFORMANCE AREAS:

  • 1. Ensure Customer queries are resolved timeously with good quality response.
  • 2. Ensure high standards of product knowledge and adherence to documented processes

3. General Administration

KEY OUTPUTS

KEY ACTIVITIES/DUTIES/TASKS

  • 1. Ensure Customer queries are resolved timeously with good quality response.
  • All Customer queries are responded to within the agreed (24hr) time window.
  • Adhere to First Call Resolution principle to prevent repeat calls into the call centre.
  • All queries are thoroughly investigated prior to response.
  • Ensure Call response is courtesies and provide solution to the original problem.
  • Follow through with relevant departments to ensure resolution.
  • Ensure immediate escalation of calls that cannot be resolved by the agent.
  • Ensure that all outstanding calls has have been actioned appropriately.
  • Ensure that all customers are updated as to the status of their calls as per the department’s standards.
  • Escalate feedback failures to the CDC and Call Centre Manager
  • Ensure that all KPI targets are met.
  • 2. Ensure high standard of product knowledge and adherence to documented processes
  • Ensure continuous product knowledge training assist in query resolution.
  • Ensure clear knowledge of processes and procedures (order to delivery).
  • All stakeholders must be kept up to date with progress of their queries.
  • Ensure full competence on the ERP system (Kerridge) and the Warehouse Management System (JDA)
  • Provide input to weekly & monthly reports as required by the Senior Line Manager
  • Stay up to date with the relevant information and knowledge of all company products, policies, procedures and processes
  • 3. General Administration
  • Ensure all relevant documents are filed correctly in accordance with company requirements
  • Order Office requirements when asked to do by Managers.
  • Assist with purchase requisitions for the department
  • Assist in the department where required with administration duties (including Filing, manning calls, etc)

Minimum Qualifications required by the position:

1. Matric / Grade 12, Relevant tertiary qualification will be an advantage

Minimum experience and requirements by the position:

1 -2 years’ experience in a Call Centre or Customer Service environment (incl. sales)

COMPETENCY REQUIREMENTS

  • Kerridge and JDA basic knowledge
  • Problem Solving techniques and skills
  • Attention to details
  • Very good writing skills

Sound BMG product knowledge as well as procedure & policies.

ATTRIBUTES

  • Customer Care
  • Courtesy
  • Superior Communication skills
  • Excellent telephonic skills
  • Focused and disciplined
  • A sense of urgency to get the work done
  • Self-supervision

Assertiveness