JobsOpportunities
Vacancy: Call center agents
| Appointment requirements: | Grade 12 or equivalent qualification An appropriate tertiary career-related call centre qualification A Tertiary qualification will be an added advantage Relevant Customer Care and Call Centre experience with experience in call centre technological systems Computer literate ( extensive knowledge of Excel, Work and Outlook ) Knowledge of SAP will be an added advantage |
| Personal attributes / competencies: | Negotiation skills; Communication skills; Analytical skills; Organisational skills, Advanced Linguistic Proficiency; Technical skills ( MS Excel, Access, Power Point and Word ) |
| Duties: | Analyses, Processes and Co-ordinates information on the service interruption process by: Receiving request/complaints from customers and locating the customers detail on the computer. Analysing the request and capturing relevant information on the computer system, using appropriate software package. Providing the customer with relevant information and updating the system. Conducting planned outage warning calls and other proactive information to customers. Completing required updating and follow-up procedures with affected customers by updating system information and calling customers to ensure satisfaction. Process and conduct account operations and customer service information and actions by: Advertising pre-paid customers vending and other relevant information such as electricity usage. Allocates electricity basic subsistence tariff telephonically. Processing Tele-transaction and updating customer information on relevant systems. Processing account queries and enquiries. Initiating and responding to customer requests. Liaising with other processes and instructing required actions that have been indicated to the customer. Participates in and initiate continuous improvement and corrective actions: Identifying system, process and customer problems, exceptions, needs and service improvement opportunities. Reporting problems or opportunities to Supervisor. Participating in information sharing, development and implementation. |
