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Main Purpose of Position:Ensuring established quality standards through continuous evaluation and reporting of employee performance. Verify adherence and compliance to stated quality, customer and compliance standards. Aim to identify areas for employee development and training needs.Responsibilities:Validate information captured by the Agents are correct.Validate sales are compliant.Validate all required information were disclosedCustomer Focus;Excellent analytical skills;Good interpersonal skills;Excellent listening skills;Results driven with a focus on quality and customer service;Applicants need to be fluent in the African languagesMatricMinimum 1 year call centre industry experienceFAIS, Compliance or QA related experienceExcellent time management skillsDetail orientationDeadline DriveExcellent Analytical skillsExcellent Listening skills Results driven with a focus on quality and customer service;Applicants need to be fluent in the African languag
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA5XzE4MzU1M19fNDk3P3V0bV9zb3VyY2U9Z3VtdHJlZSZ1dG1fbWVkaXVtPWZlZWQma2V5d29yZD0=&jid=1777813&xid=1109_183553
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The Role: Contact center Sales Agent 3 month contract Position Hours 8:00 - 18:00 Mondays to Saturdays Main Purpose of Position: The successful applicant will be responsible for meeting and exceeding monthly sales targets through outbound telephonic selling and will be required to actively sell products within a pressurized environment.Main Responsibilities (including but not limited to): Conduct outbound calls and selling productsWill have to be proven closers with ability to convince clientâ??s to accept productAbility to accurately assess customer needs and potential, identify and deal with objections that may ariseBe comfortable with the sales process and show the ability to meet targetsAbility to sell high volumes of policies whilst insuring call of high qualityAbility to handle complaints as well as conflict telephonicallyAttention to detailSkills and Experience: Minimum Requirements: MS Office literateExcellent communication both verbal and writtenComputer literacy in both MS Word Excel Cooperative and empathetic to colleagues and customersRequired Knowledge and Experience: Grade 12 /MatricCredit Criminal Clear2-3 years outbound sales experience
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA4XzU3NjI1X180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1210916&xid=1108_57625
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Tracker requires the services of an Agent: Installation Support in their Installation Logistics – Scheduling division, at their Head Office. The candidates will be required to ensure Customer Service Standards are maintained, solve customer queries and work in a highly pressurized environment. We require diligent and hard-working individuals, who can be a part of a highly motivated team.
* Marketing of Tracker to both existing and prospective clients.
* Establishing, building and maintaining relationships with our various partners.
* Contract administration, feedback and daily statistical reporting.
* Ensure that Customer Service standards are maintained in a highly pressurized environment.
* Provide service within the region as well as other departments/regions/staff within Tracker.
* Meet/exceed targets.
* Data capturing.
* Follow up leads/queries.
* Scheduling fitments of Tracker units.
* Liaising with technicians regarding appointments.
* Rescheduling of appointments.
* Checking/Maintaining high Quality of schedules.
* Monitoring effective utilization of Tracker technicians.
* Outsourcing of work to Fitment centres.
* Maintain local and regional Scheduling Relationships.
* Management of potential cancellations.
* Taking ownership of all queries received and calls taken and assisting the client within our SLA’s
* Matric with at least 1 year Contact Centre experience.
* Bilingual (English and Afrikaans) advantageous.
* Computer literacy.
* Excellent typing and accurate data capturing skills.
* Excellent communication skills including excellent telephone manner.
* Analytical skills.
* Ability to work under pressure.
* Feel confident to have all calls voice recorded.
* Excellent time management - Work with time controls.
* High levels of self-discipline.
* Be able to work independently.
*Benefits*
* Medical Aid
* Provident Fund
NB: Should you not receive a response from us within 3 weeks, kindly consider your application unsuccessful.
* Matric with at least 1 year Contact Centre experience.
* Bilingual (English and Afrikaans) advantageous.
* Computer literacy.
* Excellent typing and accurate data capturing skills.
* Excellent communication skills including excellent telephone manner.
* Analytical skills.
* Ability to work under pressure.
* Feel confident to have all calls voice recorded.
* Excellent time management - Work with time controls.
* High levels of self-discipline.
* Be able to work independently.
*Benefits*
* Medical Aid
* Provident Fund
NB: Should you not receive a response from us within 3 weeks, kindly consider your application unsuccessful.
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xNTU1XzQ4NDUwX180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1235393&xid=1555_48450
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*Call Centre Outbound sales agents wanted to sell short term Insurance.*
*An opportunity to work in the short term insurance division of one of the trusted brokerages in the financial services sector.*
*Must be well-spoken, target driven and self motivated individuals who are passionate about delivering excellent customer service*
* *A good understanding of insurance will be advantageous*
* *Experience within a sales outbound call-centre*
* *Financial services experience - advantageous*
* *Knowlegde about selling car insurance (car and household) telephonically*
*No matric needed. *
*R4500 Basic + good commission*
*No matric needed. *
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xNTU1XzQzOTE4X180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1233832&xid=1555_43918
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Our client requires the services of a sales agent in the Acquisitions Call Centre situated at the head office based in Johannesburg.
* The Acquisitions agent is responsible for sales and lead conversion target
* Marketing to both existing and new customers
* Follow up on outstanding leads and/or queries
* Handle inbound and make outbound calls according to campaigns
* Demonstrate excellent knowledge of product, service offerings and systems
* Negotiate and make relevant product and service adjustments in line with customer needs, product pricing and sales strategy
* Dealing with customer queries and complaints in a competent, efficient and professional manner, in accordance to quality standards and values
* Selling of value added services
* Up-selling of products
* Obtaining referrals from new customers
* Provide constant feedback to intermediaries, management and other departments regarding status of leads
* Ensure quality benchmarks are achieved
* Manage time and workloads to ensure that deadlines and targets are met
* Align own behaviour with companys culture and values
* Ensure achievement of own performance requirements
* Minimum Matric qualification
* 1-year Previous call centre experience in a sales environment is essential
* RE 5 is a requirement.
* 120 FAIS credits advantageous
* MS Office knowledge (Basic or Intermediate Excel)
For Outbound, preferably cold calling direct sales experience not retentions/upselling. Salary is 10500 with both qualifications or R7500 with RE 5 only
* Minimum Matric qualification
* 1-year Previous call centre experience in a sales environment is essential
* RE 5 is a requirement.
* 120 FAIS credits advantageous
* MS Office knowledge (Basic or Intermediate Excel)
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xNTU1XzM5MzA0X180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1231904&xid=1555_39304
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The Role: Customer Service Fixed Term Contract Position To Start asap Provide clients/investors with information on investments, turnaround times, our business rules and assistance with our digital platforms including driving our digital platforms either telephonically or via emailJob Objectives:Provide clients with information and resolution regarding investment enquiries.Communicate SLA, processes and business rules pertaining to products and serviceAssistance with our digital platforms including driving our digital platformsTransfer calls appropriately to the relevant areasIdentify, research and resolve customer service problemsAdhere to contact centre scheduleDeal with the all queries across the entire STANLIB product rangeFollow the escalation processLog all callsWhere requested ensure that all management instructions are adhered to where service delivery is impactedEnsure that interaction with clients/investors is recorded on workflowSkills and Experience: Minimum 1 years industry related experienceMinimum 1 year call centre experience or customer serviceKnowledge of customer service principles and practicesEducationMatricBcom or studying towardsJob related knowledgeFinancial Services Industry Knowledge- legislativeExtensive STANLIB Product KnowledgeExtensive STANLIB Fund range KnowledgeExcellent understanding of business rules and processesComprehensive system knowledge â?? Compass, Sillica, Workflow, OnlineComputer skillsJob related skillsExtensive product knowledge of the STANLIB product range.Excellent understanding of the business rules, processes and procedures at STANLIB.Systems KnowledgeMust keep up-to-date with legislation changes e.g. FICA, FAIS, etcAchieve 85% pass on assessmentsEnsuring that all external communications is in keeping with the above standardsGeneral understanding of markets, global trends and how that affects our products performance
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA5XzkxNjI2X180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1229583&xid=1109_91626
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The Role: Contact Centre Team Coach Based in Randburg 6 Month Fixed term contract The position of the Team Leader is to lead an inbound voice/messaging customer services team and to maintain quality of service delivered in conjunction with Altron People Solutions customer goals and objectives. The Team leader is also expected to work within all teams of the Contact Centre to ensure that the APS Customer Experience is delivered all the time. Main Responsibilities will include but will not be limited to: Leading and managing a team of +- 20 agentsCoaching and developing agents through continuous one-on-one sessions i.e. daily, weekly and monthlyAttendance and leave management process and updating matrixManage and motivate agents through different formsQuality management/improvement through call evaluations for each agent weeklyEnsure that all agents meet agent adherence and reach service levels (Basic Metrics i.e. NPS, FCR and AHT).Set key performance indicators for agents and review agent performance according to KPIâ??s in conjunction with Contact Centre Manager on a regular basisAssist in agent career development and identify training needsResolve daily queries and promote service deliveryCompile reports and report on progressLiaise daily with Workforce Management team to ensure effective resource planning.Taking correct disciplinary measures where necessaryCompilation, development and maintenance of descriptive and statistical reporting on a daily, weekly and monthly basisStrong internal and external relationship buildingEnsure escalations processes are maintained and implementation of new processes with team buy inSkills and Experience: Previous Team leader experience within a Contact Centre environment (Customer Service /Messaging highly advantageous)Good performance management experienceGrade 12 Certificate and leadership trainingPROFESSIONAL AND INTERPERSONAL SKILLS: Excellent communication both oral and writtenDemonstrate the ability to manage workload and prioritize activitiesHigh level of integrity, professionalism and trustworthinessProblem solving skillsExcellent Attention to detailA successful track record in meeting targets and achieving premium customer servicePositive attitude to work.Â
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA4XzU3MTM1X180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1209646&xid=1108_57135
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The Role: The purpose of this role is to train new hires and existing hires on the required curriculum as specified by the client. In addition to client specified training the role will be responsible for identifying training gaps and developing training to close these gaps. The Training Specialist manages the activities involved in the preparation, delivery and assessment of training and development programs for iSON Clients. The training specialist is responsible for training in a job specific area along with focusing in teaching specific areas of knowledge or on the job capabilities needed for certain positionsFacilitate product and system training as per the client requirementsIdentify and assess training needs within the client campaigns to identify gaps and relevant soft skills training     Provides input to the training strategy and the development of specific training development plansHelps employees improve upon/enhance existing skills (upskilling)Design solutions incorporating a variety of learning productsCreate a supportive and conducive adult learning environmentCreate product or systems assessments to determine candidateâ??s understanding of the training receivedChoosing appropriate training methods as required (i.e. virtual, simulated, mentoring, on the job training, professional development classes, etc.)Provide coaching to employees where gaps or non-performance is identifiedCampaign training reporting on a weekly basisCompile a handover assessment report from training into operations for each candidatePerform other duties as assignedEncouraging respect for ideas voiced during facilitationSteering conversations about the learning material during facilitationExtracting varied insights from participants during facilitationAdministering and reviewing progress on assessmentsSkills and Experience: Vodacom prepaid (1- 2 years experience)Minimum matric or related NQF qualification essentialPrevious Coaching experience is essentialPrevious training is experience is highly advantageousODETDP/ABET/Education qualification is nice to haveCoaching certificate preferred            Knowledge of Vodacom SystemsPrepaid experience non-negotiableProficiency in MS Office ApplicationsBe a self-starter with a passion for talent developmentExhibit commitment and a high level of flexibilityAbility to train and coach within a high paces sales and customer service call centre environmentCompetencies:Perseverance and self-drivenExcellent interpersonal skillsExcellent facilitation skillsExcellent computer skillsReport writing skills with sound attention to detailAble to work under pressure and deadline drivenStrong customer relationship experienceExcellent interpersonal conflict resolution skillsÂ
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA4XzQ4ODczX180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1174579&xid=1108_48873
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Job Brief
An
initial 3-months limited duration contract. Could be extended, based on the
impact of the candidate.
To
offer support to customers who have questions, concerns, problems, or who want
to purchase a product or service. As a Sales and Customer Services Agent,
you know how to identify the needs of customers and resolve problems. You are
always professional, courteous, and polite even in stressful circumstances.
Responsibilities
– Primary accountability not limited to:
·
Communicate with current and potential clients via
telephone, email, online chat, or social media.
·
Listen attentively to questions and concerns and respond
promptly with a resolution according to company guidelines.
·
Maintain a courteous and calm manner at all times to
de-escalate stressful situations.
·
Document personal information to create, update, or adjust
customer accounts.
·
Prepare call-related information for purposes of reporting.
·
Provide and respond to feedback about any aspect of the job
or its duties.
·
Suggest products and services to clients based on their
requests and needs.
·
Answer inbound calls or generate outbound calls, log
tickets, and follow up on orders.
Requirements
·
1-2 years working experience in call centre or as a customer
service agent.
·
Proficiency with basic computer applications (MS Windows,
Word, Excel)
·
Excellent verbal and written communication skills
·
Ability to remain calm and composed in a fast-paced,
high-pressure environment.
·
Good empathy and listening skills to de-escalate situations
and identify the underlying issues of a problem.
·
Familiarity with (____) dialling systems.
·
Own transport advantageous.
Salary
·
Market
related.Please send us your CV to info@realbroadbandsolutions.co.za to apply.
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The Role: Customer Service Fixed Term Contract Position To Start asap Provide clients/investors with information on investments, turnaround times, our business rules and assistance with our digital platforms including driving our digital platforms either telephonically or via emailJob Objectives:Provide clients with information and resolution regarding investment enquiries.Communicate SLA, processes and business rules pertaining to products and serviceAssistance with our digital platforms including driving our digital platformsTransfer calls appropriately to the relevant areasIdentify, research and resolve customer service problemsAdhere to contact centre scheduleDeal with the all queries across the entire STANLIB product rangeFollow the escalation processLog all callsWhere requested ensure that all management instructions are adhered to where service delivery is impactedEnsure that interaction with clients/investors is recorded on workflowSkills and Experience: Minimum 1 years industry related experienceMinimum 1 year call centre experience or customer serviceKnowledge of customer service principles and practicesEducationMatricBcom or studying towardsJob related knowledgeFinancial Services Industry Knowledge- legislativeExtensive STANLIB Product KnowledgeExtensive STANLIB Fund range KnowledgeExcellent understanding of business rules and processesComprehensive system knowledge â?? Compass, Sillica, Workflow, OnlineComputer skillsJob related skillsExtensive product knowledge of the STANLIB product range.Excellent understanding of the business rules, processes and procedures at STANLIB.Systems KnowledgeMust keep up-to-date with legislation changes e.g. FICA, FAIS, etcAchieve 85% pass on assessmentsEnsuring that all external communications is in keeping with the above standardsGeneral understanding of markets, global trends and how that affects our products performance
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA5XzU1NDQ2X180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1103563&xid=1109_55446
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The Role: Customer Service Agents Based in Randburg Shifts between 6am(morning) - 12am(Midnight) Permanent Position includes medical Aid and Provident fund Basic salary + Overtime (over 195 hours a month)  OVERALL PURPOSE OF JOB: Process customer service and technical service enquiries through inbound calls and provide end to end serviceMain Responsibilities will include but will not be limited to: Must be able to communicate with customers professionally and articulatelyMust be able to present benefits/opportunities of the product or service in an effective mannerIdentify and respond to the customer needs from all demographics, delivering a high quality, professional service to these customersExercise appropriate soft skills when dealing with difficult customersEnsure correct listening skills and probing techniques are used to establish relevant informationBe able to effectively communicate with the team leader and team membersTo ensure that every day query is logged accordinglyEnsure that customers are informed as to the progress of queries logged but not resolvedEnsure that the customers are called and the resolution is confirmed before queries are closedEnsure that progress of every query logged is monitored until resolution Skills and Experience: OTHER FEATURES OF THE JOB (e.g., location, travelling, shift hours, etc.):Willing to work shifts (ranging from 06h00 to 00h00) Willing to work a six day work week Own vehicle or reliable transport KNOWLEDGE AND SKILLS: Good communication skills verbally and written in English , Zulu and Sotho speaking is an advantageMust be able to display proven computer literacyAble to work under pressureGoal drivenAbility to work with little supervisionContact Centre skills trainingCall handling skillsTelephone etiquette skillsUnderstanding of website navigation functionalities, technology savvy6 months experience in an Inbound/Outbound Contact Centre environment;EDUCATION, QUALIFICATIONS, EXPERIENCE NECESSARY: Grade 12At least 2 yearsâ?? relevant experience, preferably in telecommunications industry
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA5Xzc3MjUyX180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1198609&xid=1109_77252
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The Role:  Call Centre Agent Postpaid Based in RandburgBasic SalaryOVERALL PURPOSE OF JOB: The Customer Service Agent is responsible to effectively assist customers with general and specific queries. It is imperative that accurate information is provided to the customer and that calls which cannot be resolved are escalated to correct stakeholders.MAIN RESPONSIBILITIES/TASKS: Answering inbound calls timeously.Be professional and polite at all times.Listening attentively to customer queries.Responding to customer queries accurately.Ensure that quality standards are met.Familiarize oneself with products and procedures.Providing relevant information to ensure First Call Resolution.Effectively resolve queries.Escalating faults that cannot be concluded on first contact.Ensuring that customer details are captured accurately.Perform any ad hoc tasks as and when required.Skills and Experience: Job Specific Requirements / Knowledge Requirements Communication skillsInterpersonal skillsAnalytical skills  Team playerNegotiating skills  Presentation skillsIntegrity Writing skillsCustomer orientationProactive and professionalSystem Specification MS Office and ExcelNumerical abilityCOMPETENCIES: Quality orientationCustomer focusAbility to build customer loyaltyConflict managementExcellent communication skillsHigh level of professionalism and an understanding ethical conduct.KNOWLEDGE, SKILLS AND EDUCATION: Grade 12Excellent Communication written skills in EnglishSerious and passionate about customer service and working in a customer service industry
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA4XzY3MDU4X180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1242406&xid=1108_67058
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Engineer: Telephony - RandburgTracker requires the services of an Engineer: Telephony reporting to the IT Infrastructure Department responsible for the design, administration and management of the Tracker telephony infrastructure, applications and reporting. The Telephony Engineer will influence the technology strategy by aligning technical expertise and business needs to enhance IT service delivery. Should you be interested in this challenge and meet the job requirements, please forward your application before the closing date.Duties & ResponsibilitiesManagement of Telephony platform including but not limited to Aspect, Siemens Avaya and MS-TeamsDesign and implement Auto AttendantsDesign and implement interaction quality management templates and influence contact centre management to obtain consistency across the organization.Design and implementation of workforce management strategiesManage system usersRoute calls to telephony vendors based on best cost and performance metricsWork with contact centre management to identify trends, issues, user abuse and areas for improvementMeasurement of system outcomes to ensure continuous improvementIdentify opportunities for process improvements and work with contact centre management to implement process improvementsEvaluate new technologies that could be implemented in the Tracker contact centresPerform second line support for the Aspect system, and escalate issues as necessary to third line support.Assist with billing reconciliationsDesign and implement telephony management system reports to ensure accurate service provider billing and cost allocation.Design and implement, with contact centre management, telephony outbound campaigns.Manage system users Desired Experience & QualificationRelevant IT qualificationCurrent Aspect or Siemens CertificationMS-Teams certification an advantage3 Years’ Telephony management experienceWilling to work standbyWilling to work extended hoursWilling to travelAbility to work in a team-oriented environment that is fast-paced and demanding.Must be self-directed, have excellent initiative and organizational skills.Ability to handle multiple demands with a sense of urgency, drive and energy.Work well under pressure with the ability to deliver on time.
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMjY2XzQzMzY5X180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1158198&xid=1266_43369
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The Role: Are you passionate about customer service?Are you solutions driven? Are you a good listener?Are you a problem solver?Do you have excellent communication skills? If you answered yes to all the above, we want to hear from you! (Altron People Solutionsâ?? Business Process Outsourcing (BPO) and Customer Experience Technology (CXTech) business has been acquired by iSON Xperiences, a global organisation with headquarters in Dubai which is looking to expand their African footprint.)  iSON Xperiences is looking for customer driven individuals to join our team of successful contact centre agents on a Part Time Basis. Our agents support customers both locally and internationally for our clients in the Telecommunications; Broadcasting; Insurance; Banking; Retail and government Sectors.Our part time agents will work 4- 5 hour core shifts. If you are successful after moving through our selection process (Interviews; Assessments etc.) iSON xperiences will give you the opportunity to join our world class team. Where you will have access to the following:In depth training and guidance for the respective line of businessContinuous opportunities for training and development (i.e., Leadership development; soft skills; financial)Career growth opportunities within the contact centreRewards and recognition (Awards) for meeting performance criteria setOpportunity to join an employer centric organisationOpportunity to join a global award-winning organizationSkills and Experience: To be considered for opportunities within iSON xperiences you will need to meet the following criteria:Minimum Grade 12/MatricDiploma/Degree highly advantageousA drive to provide excellent Customer Service/Customer FocussedExcellent communication skillsExcellent ListenerProblem SolverTech SavvyA willingness to learn and grow
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA4XzQ3NDYwX180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1162866&xid=1108_47460
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The Role: Contact Centre Team Coach Based in Randburg 5 Month Fixed term contract The position of the Team Leader is to lead an inbound voice/messaging customer services team and to maintain quality of service delivered in conjunction with Altron People Solutions customer goals and objectives. The Team leader is also expected to work within all teams of the Contact Centre to ensure that the APS Customer Experience is delivered all the time. Main Responsibilities will include but will not be limited to: Leading and managing a team of +- 20 agentsCoaching and developing agents through continuous one-on-one sessions i.e. daily, weekly and monthlyAttendance and leave management process and updating matrixManage and motivate agents through different formsQuality management/improvement through call evaluations for each agent weeklyEnsure that all agents meet agent adherence and reach service levels (Basic Metrics i.e. NPS, FCR and AHT).Set key performance indicators for agents and review agent performance according to KPIâ??s in conjunction with Contact Centre Manager on a regular basisAssist in agent career development and identify training needsResolve daily queries and promote service deliveryCompile reports and report on progressLiaise daily with Workforce Management team to ensure effective resource planning.Taking correct disciplinary measures where necessaryCompilation, development and maintenance of descriptive and statistical reporting on a daily, weekly and monthly basisStrong internal and external relationship buildingEnsure escalations processes are maintained and implementation of new processes with team buy inSkills and Experience: Previous Team leader experience within a Contact Centre environment (Customer Service /Messaging highly advantageous)Good performance management experienceGrade 12 Certificate and leadership trainingPROFESSIONAL AND INTERPERSONAL SKILLS: Excellent communication both oral and writtenDemonstrate the ability to manage workload and prioritize activitiesHigh level of integrity, professionalism and trustworthinessProblem solving skillsExcellent Attention to detailA successful track record in meeting targets and achieving premium customer servicePositive attitude to work.Â
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA4XzY2NzE5X180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1240321&xid=1108_66719
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The Role: OVERALL PURPOSE OF JOB: The position of the Team Leader is to lead an inbound/outbound team within the Operations environment to ensure that all targets are met accordingly, to maintain quality of the service from the agents and to ensure that it gets delivered in conjunction with Bytes People Solutions customer goals and objectives. The Team Leaders are also expected to work within all teams of the Contact Centre to ensure that the BPS Customer Experience is delivered all the time every time. A strong focus upon the delivery and achievement of staff satisfaction and customer satisfaction targets are essential.Main Responsibilities will include but will not be limited to: Leading and managing a team of +- 13 agentsCoaching and developing agents through continuous one-on-one sessions i.e. daily, weekly and monthlyTotal performance management, monitoring and driving team targetsAttendance and leave management process and updating matrixManage and motivate agents through different formsQuality management/improvement through call evaluations for each agent weeklyProvide coaching and feedback to agents weeklyEnsure that all agents meet agent adherence and reach service levels (Basic Metrics i.e. NPS, FCR and AHT).Set key performance indicators for agents and review agent performance according to KPIâ??s in conjunction with Contact Centre Manager on a regular basisAssist in agent career developmentResolve daily queriesCompile reports and report on progressLiaise daily with Workforce Management team to ensure effective resource planning.Taking correct disciplinary measures where necessaryAssess and identify training needsPromote service deliveryEscalate and manage customer queries as requiredCoach staff on BTG/BPS policies and proceduresCompilation, development and maintenance of descriptive and statistical reporting on a daily, weekly and monthly basisDevelop and gain approval of and execution of all deliverablesDevelop, contribute to and maintain the team and Contact Centreâ??s outputs and KPIâ??sStrong internal and external relationship buildingRepresent the customer to the rest of the business â?? Customer AdvocateExcellent communication both oral and writtenEnsure escalations processes are maintained and implementation of new processes with team buy inBe proactive with own development using available learning resources on a daily basis. Skills and Experience: KNOWLEDGE AND SKILLS: Proficiency in MS OfficeGood interpersonal conflict resolution skillsGood team leadership and people management skillsEDUCATION, QUALIFICATIONS, EXPERIENCE NECESSARY : Grade 12 / MatricPrevious Team leader experience within a Contact Centre environment / experience in a Technical Support environment will be advantageousGood performance management experience
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA4XzYzODgwX180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1225390&xid=1108_63880
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The Role: Are you passionate about customer service?Are you solutions driven? Are you a good listener?Are you a problem solver?Do you have excellent communication skills? If you answered yes to all the above, we want to hear from you! (Altron People Solutionsâ?? Business Process Outsourcing (BPO) and Customer Experience Technology (CXTech) business has been acquired by iSON Xperiences, a global organisation with headquarters in Dubai which is looking to expand their African footprint.)  iSON Xperiences is looking for customer driven individuals to join our team of successful contact centre agents on a Part Time Basis. Our agents support customers both locally and internationally for our clients in the Telecommunications; Broadcasting; Insurance; Banking; Retail and government Sectors.Our part time agents will work 4- 5 hour core shifts. If you are successful after moving through our selection process (Interviews; Assessments etc.) iSON xperiences will give you the opportunity to join our world class team. Where you will have access to the following:In depth training and guidance for the respective line of businessContinuous opportunities for training and development (i.e., Leadership development; soft skills; financial)Career growth opportunities within the contact centreRewards and recognition (Awards) for meeting performance criteria setOpportunity to join an employer centric organisationOpportunity to join a global award-winning organizationSkills and Experience: To be considered for opportunities within iSON xperiences you will need to meet the following criteria:Minimum Grade 12/MatricDiploma/Degree highly advantageousA drive to provide excellent Customer Service/Customer FocussedExcellent communication skillsExcellent ListenerProblem SolverTech SavvyA willingness to learn and grow
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA4XzQwNjg3X180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1057337&xid=1108_40687
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Sales Support and Call Centre (Travel) (JB1516) RandburgR12 000 R15 000 (Call Centre Agent) R15 000 R20 000 (Team Leader)Duration: PermanentCompany Overview Our client was formed with the belief that customer service should be a fresh experience, where their clients best interests are at the forefront of everything they do and service is a passion for exceeding expectations.They dont just promise to deliver the highest level of service with the best value deals, they hold themselves accountable through their industry leading service and price guarantees.Job Description A highly self-motivated person who has relentless drive to succeed, seeing every challenge as an opportunity. Youre a top performing outbound sales call centre professional, well spoken with a clear voice. You have the natural ability to go off script and tailor each call to the prospect you are speaking to, finding common ground to engage on, building rapport, overcome objections and secure quality meetings. The core of this role is to set up new business meetings in accordance to targets set out by your Business Leader.Job Purpose Find quality leads through platforms such as the internet, networking, referrals and canvassingPre-Qualify these leads to sift out unnecessary calls to prospects who have little or no demand for business travel or our productsCold call these pre-qualified leadsSpeak to the correct person (travel decision maker or travel booker)Qualify the business; do they have good volumes of travel and a need for our productsSecure a meeting with the prospect for a sales executive to attendUpdate all activity on Hubspot as you goSchedule confirmed client meetings in sales executives calendarFollow up on prospects and provide support as needed to sales executivesImportant Requirements Successful outbound sales call center track recordExperience working with Targets and KPIsClear professional phone demeanour and voiceOwn reliable transportKey Performance Indicators Quality Leads GeneratedCold Calls MadeQuality Meetings Set UpConversion RateCommission TransferAttributes Able to build long lasting relationships with customers and peersShow initiative in the workplace and have a can-do attitudeResults, goals and recognition drivenAble to build rapport, connect and relate to people of all typesHave a customer centric approachHighly self-motivatedGood verbal and presentation skillsPassion for clients, people and providing true valueSolution focussedCommunicate and maintain a healthy, productive working relationship with the sales executives and your peers.
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA5Xzc0MjUyX180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1189304&xid=1109_74252
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The Role: Fixed Term Contract Position 7 month Contract based in Randburg To Start ASAP Main Purpose of Position: The Customer Service Agent is responsible to effectively assist customers with general and specific queries. It is imperative that accurate information is provided to the customer and that calls which cannot be resolved are escalated to correct stakeholders.Main Responsibilities (including but not limited to): Answering inbound calls timeously.Be professional and polite at all times.Listening attentively to customer queries.Vetting of customersPromoting productsResponding to customer queries accurately.Ensure that quality standards are met.Familiarize oneself with products and procedures.Providing relevant information to ensure First Call Resolution.Effectively resolve queries.Escalating faults that cannot be concluded on first contact.Ensuring that customer details are captured accurately.Perform any adhoc tasks as and when requiredSkills and Experience: Grade 12Computer LiterateExcellent Communication written skills Serious and passionate about customer service and sales Previous call centre sales experienceFluent in English and another South African languageCOMPETENCIES: Customer focusAbility to build customer loyaltyConflict managementExcellent communication skillsHigh level of professionalism and an understanding ethical conduct.Quality orientation
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA5Xzc0MTkwX180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1189262&xid=1109_74190
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The Role: Customer Service Fixed Term Contract Position 6 month Contracts based in Randburg To Start ASAP Main Purpose of Position: The Customer Service Agent is responsible to effectively assist customers with general and specific queries. It is imperative that accurate information is provided to the customer and that calls which cannot be resolved are escalated to correct stakeholders.Main Responsibilities (including but not limited to): Answering inbound calls timeously.Be professional and polite at all times.Listening attentively to customer queries.Responding to customer queries accurately.Ensure that quality standards are met.Familiarize oneself with products and procedures.Providing relevant information to ensure First Call Resolution.Effectively resolve queries.Escalating faults that cannot be concluded on first contact.Ensuring that customer details are captured accurately.Perform any adhoc tasks as and when requiredSkills and Experience: Grade 12Computer LiterateExcellent Communication written skills Serious and passionate about customer service and working in a customer service industryPrevious call centre experienceFluent in English and another South African languageCOMPETENCIES: Customer focusAbility to build customer loyaltyConflict managementExcellent communication skillsHigh level of professionalism and an understanding ethical conduct.Quality orientation
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA4XzYyNDc5X180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1220076&xid=1108_62479
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