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Surgo (PTY) Ltd is a globally recognised, award-winning, Business Process Outsourcer (BPO), specialising in all your business needs. Offering a wide range of services; from Customer Support and CX, HR Outsourcing, Recruitment Outsourcing, Training and Development, IT Outsourcing, and Brand Management. Offering employees, a supportive and engaging working environment, taking pride in our people first approach. We are recruiting for an experienced Latin Spanish Speaking Customer Service Agent to join our WFO team based in Johannesburg.
Job Purpose:
The key objective of the role is to identify and understand customer needs, delivering a first-class customer service while remaining committed to treating customers fairly. Speaking directly with clients via an inbound line and provide responses to general inquiries, via phone, chat and email.
Requirements:
• Grade 12
• Well versed in both Latin Spanish and English (Read, Write, Speak)
• Proficient in MS Office Suite applications
• Clear Criminal Record Key responsibilities may include but are not limited to:
• Answer incoming calls and promptly address customer inquiries.
• Provide customers with comprehensive product and service information.
• Utilise our in-house operating system to identify, investigate, and resolve customer issues.
• Maintain detailed call logs and generate reports as needed.
• Assist frustrated customers and escalate issues to senior agents or team leaders when necessary.
• Consistently uphold personal productivity standards while ensuring adherence to quality benchmarks.
• Perform daily administrative tasks and accurately input essential data into various CRM systems.
• Demonstrate strict adherence to Company policies and practices.
• Review and take action on assigned cases.
• Monitor Average Handling Time to meet established standards.
• Adhere to assigned work schedules, occupancy targets, and workflow monitoring.
• Ensure compliance with Service Level Agreements (SLAs) by completing cases within agreed-upon timeframes.
• Uphold customer service quality standards and align with established business processes.
• Maintain full compliance with applicable business processes, legal requirements, and standard operating procedures. Critical Skills/ Competencies:
• Strong communication skills, both verbal and written, across all organisational levels.
• Proven track record in driving solutions.
• Exceptional problem-solving abilities with a keen eye for accuracy.
• Self-motivated, proactive, and capable of working autonomously.
• Confidence in navigating dynamic work environments.
• Adaptability and agility in approach.
• Demonstrates resilience and a growth mindset.
• Proficient in adapting to evolving situations (adaptive thinking).
• Adept at collaborating effectively within a team.
• Skilled in prioritising tasks and managing workloads efficiently (excellent organisational skills). Salary and working hours:
• Market related, based on ...Job Reference #: 202649
3d
1
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We are looking for a Call Centre Representatives to handle calls from customers and provide support to them in any way possible, You will be required to work in a time-bound environment and ensure that customer service is provided to its best quality. Responsibilities. Handle many inbound and outbound calls to customers and clients. Identify the needs of customers, resolve issues and provide solutions. Maintain good customer relations Meet personal targets and work towards meeting team targets. Requirements / Qualification Grade 11 &12 NO EXPERIENCE WILL BE NEEDED AS WE PROVIDE TRAINING
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA5Xzc0MTU0X180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1189241&xid=1109_74154
2y
1
Surgo (PTY) Ltd is a globally recognised, award-winning, Business Process Outsourcer (BPO), specialising in all your business needs. Offering a wide range of services; from Customer Support and CX, HR Outsourcing, Recruitment Outsourcing, Training and Development, IT Outsourcing, and Brand Management. Offering employees, a supportive and engaging working environment, taking pride in our people first approach. We are recruiting for an experienced Nepali Speaking Customer Service Agent to join our WFO team based in Johannesburg.
Job Purpose:
The key objective of the role is to identify and understand customer needs, delivering a first-class customer service while remaining committed to treating customers fairly. Speaking directly with clients via an inbound line and provide responses to general inquiries, via phone, chat and email.
Requirements:
• Grade 12
• Well versed in both Nepali and English (Read, Write, Speak)
• Proficient in MS Office Suite applications
• Clear Criminal Record Key responsibilities may include but are not limited to:
• Answer incoming calls and promptly address customer inquiries.
• Provide customers with comprehensive product and service information.
• Utilise our in-house operating system to identify, investigate, and resolve customer issues.
• Maintain detailed call logs and generate reports as needed.
• Assist frustrated customers and escalate issues to senior agents or team leaders when necessary.
• Consistently uphold personal productivity standards while ensuring adherence to quality benchmarks.
• Perform daily administrative tasks and accurately input essential data into various CRM systems.
• Demonstrate strict adherence to Company policies and practices.
• Review and take action on assigned cases.
• Monitor Average Handling Time to meet established standards.
• Adhere to assigned work schedules, occupancy targets, and workflow monitoring.
• Ensure compliance with Service Level Agreements (SLAs) by completing cases within agreed-upon timeframes.
• Uphold customer service quality standards and align with established business processes.
• Maintain full compliance with applicable business processes, legal requirements, and standard operating procedures. Critical Skills/ Competencies:
• Strong communication skills, both verbal and written, across all organisational levels.
• Proven track record in driving solutions.
• Exceptional problem-solving abilities with a keen eye for accuracy.
• Self-motivated, proactive, and capable of working autonomously.
• Confidence in navigating dynamic work environments.
• Adaptability and agility in approach.
• Demonstrates resilience and a growth mindset.
• Proficient in adapting to evolving situations (adaptive thinking).
• Adept at collaborating effectively within a team.
• Skilled in prioritising tasks and managing workloads efficiently (excellent organisational skills). Salary and working hours:
• Market related, based on the level of e...Job Reference #: 202644
3d
1
Surgo (PTY) Ltd is a globally recognised, award-winning, Business Process Outsourcer (BPO), specialising in all your business needs. Offering a wide range of services; from Customer Support and CX, HR Outsourcing, Recruitment Outsourcing, Training and Development, IT Outsourcing, and Brand Management. Offering employees, a supportive and engaging working environment, taking pride in our people first approach. We are recruiting for an experienced Hindi Speaking Customer Service Agent to join our WFO team based in Johannesburg.
Job Purpose:
The key objective of the role is to identify and understand customer needs, delivering a first-class customer service while remaining committed to treating customers fairly. Speaking directly with clients via an inbound line and provide responses to general inquiries, via phone, chat and email.
Requirements:
• Grade 12
• Well versed in both Hindi and English (Read, Write, Speak)
• Proficient in MS Office Suite applications
• Clear Criminal Record Key responsibilities may include but are not limited to:
• Answer incoming calls and promptly address customer inquiries.
• Provide customers with comprehensive product and service information.
• Utilise our in-house operating system to identify, investigate, and resolve customer issues.
• Maintain detailed call logs and generate reports as needed.
• Assist frustrated customers and escalate issues to senior agents or team leaders when necessary.
• Consistently uphold personal productivity standards while ensuring adherence to quality benchmarks.
• Perform daily administrative tasks and accurately input essential data into various CRM systems.
• Demonstrate strict adherence to Company policies and practices.
• Review and take action on assigned cases.
• Monitor Average Handling Time to meet established standards.
• Adhere to assigned work schedules, occupancy targets, and workflow monitoring.
• Ensure compliance with Service Level Agreements (SLAs) by completing cases within agreed-upon timeframes.
• Uphold customer service quality standards and align with established business processes.
• Maintain full compliance with applicable business processes, legal requirements, and standard operating procedures. Critical Skills/ Competencies:
• Strong communication skills, both verbal and written, across all organisational levels.
• Proven track record in driving solutions.
• Exceptional problem-solving abilities with a keen eye for accuracy.
• Self-motivated, proactive, and capable of working autonomously.
• Confidence in navigating dynamic work environments.
• Adaptability and agility in approach.
• Demonstrates resilience and a growth mindset.
• Proficient in adapting to evolving situations (adaptive thinking).
• Adept at collaborating effectively within a team.
• Skilled in prioritising tasks and managing workloads efficiently (excellent organisational skills). Salary and working hours:
• Market related, based on the level of exp...Job Reference #: 202642
3d
1
SavedSave
Surgo (PTY) Ltd is a globally recognised, award-winning, Business Process Outsourcer (BPO), specialising in all your business needs. Offering a wide range of services; from Customer Support and CX, HR Outsourcing, Recruitment Outsourcing, Training and Development, IT Outsourcing, and Brand Management. Offering employees, a supportive and engaging working environment, taking pride in our people first approach. We are recruiting for an experienced Urdu Speaking Customer Service Agent to join our WFO team based in Johannesburg.
Job Purpose:
The key objective of the role is to identify and understand customer needs, delivering a first-class customer service while remaining committed to treating customers fairly. Speaking directly with clients via an inbound line and provide responses to general inquiries, via phone, chat and email.
Requirements:
• Grade 12
• Well versed in both Urdu and English (Read, Write, Speak)
• Proficient in MS Office Suite applications
• Clear Criminal Record Key responsibilities may include but are not limited to:
• Answer incoming calls and promptly address customer inquiries.
• Provide customers with comprehensive product and service information.
• Utilise our in-house operating system to identify, investigate, and resolve customer issues.
• Maintain detailed call logs and generate reports as needed.
• Assist frustrated customers and escalate issues to senior agents or team leaders when necessary.
• Consistently uphold personal productivity standards while ensuring adherence to quality benchmarks.
• Perform daily administrative tasks and accurately input essential data into various CRM systems.
• Demonstrate strict adherence to Company policies and practices.
• Review and take action on assigned cases.
• Monitor Average Handling Time to meet established standards.
• Adhere to assigned work schedules, occupancy targets, and workflow monitoring.
• Ensure compliance with Service Level Agreements (SLAs) by completing cases within agreed-upon timeframes.
• Uphold customer service quality standards and align with established business processes.
• Maintain full compliance with applicable business processes, legal requirements, and standard operating procedures. Critical Skills/ Competencies:
• Strong communication skills, both verbal and written, across all organisational levels.
• Proven track record in driving solutions.
• Exceptional problem-solving abilities with a keen eye for accuracy.
• Self-motivated, proactive, and capable of working autonomously.
• Confidence in navigating dynamic work environments.
• Adaptability and agility in approach.
• Demonstrates resilience and a growth mindset.
• Proficient in adapting to evolving situations (adaptive thinking).
• Adept at collaborating effectively within a team.
• Skilled in prioritising tasks and managing workloads efficiently (excellent organisational skills). Salary and working hours:
• Market related, based on the level of exper...Job Reference #: 202638
3d
1
SavedSave
Great opportunity for Telesales consultanr with Matric, RE5 and 120 FAIS credits to join reputable insurance company in Jhb North.
MUST HAVE:
Matric
RE5
FAIS credits
Fluent Afrikaans
Telesales experience (insurance)
DUTIES:
Inbound and outbound call centre
Sales of short term insurance products
Closing deals
Reach and exceed targets
Customer service
PLEASE NOTE THAT ONLY SHORTLISTED CANDIDATES WILL BE CONTACTED!
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xNTU1XzQzNDY1X180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1233682&xid=1555_43465
2y
1
Our client is looking for a Short-term Insurance Broker to join their team.Acquire new clients and win accounts against competitorsAssist prospective clients with filling out forms, communicating with the company, finding the best plans and strategies, and negotiating the final dealsUnderstand the provisions of each policy and communicate this information to the customerShare client information with insurance carriers to determine which products are best to recommendAct as a liaison between insurers and clientsBuilding and maintaining business relationships with clientsPreparing reports for insurance underwritersResearch insurance trends, policies and productsAchieving a minimum target of R2 500.00 commission per month. This equates to about 10 short-term insurance policies per month, with a commission value of R350.00 per policy.Cold calling and lead sourcing is not a part of the brokers daily responsibilities. Leads are given to the short-term department via inbound call centre agents and the life, tax and billing departments.There is an admin assistant who is dedicated to the New Business Development Broker, to assist with quotations, obtaining the necessary information from clients and booking appointments.Key Skills Customer service.Numeracy.Organization.Problem-solving.Attention to detail.Analytical skills.Communication Job Role: Short-term Insurance Broker - Key Accounts Industry: Other Salary: Negotiable Required Skills 5 Years of Experience Qualifications· Matric· RE5· Relevant NQF level 4 or 5 (minimum of 120 credits) we will consider candidates under supervision, who have not obtained their NQF 4 or 5 as yet, as long as they are still within their 6 year DOFA deadline.· Minimum 4 years experience relevant to the short-term insurance industry.· Both personal lines and commercial lines experience and accreditation required. This includes personal and commercial lines class of business certificates (If appointed as broker after 1 May 2018).· Own reliable transport· Drivers license
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA5Xzc2NTAzX180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1196232&xid=1109_76503
2y
1
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Call Center Manager Ignition Group Gauteng, South Africa (Hybrid)The Role:With deep roots in South Africa, our teams are delivering technology solutions to some of the largest brands across the globe enabling both consumers and business to gain competitive advantage!We are looking for an energetic and experienced Contact Centre Manager to join either our Sales or Services teams.The Detail:As a Contact Centre Manager at the Ignition Group, you will be responsible for managing and directing the operations within the contact centre.The primary goal of this position is to ensure that quality experience is provided to customers through all communication channels (telephone and online) and to mentor and provide leadership to a group of Contact Centre Campaign and Team Leads.We operate both domestically and internationallyEducational and Professional Body Requirements:MatricContact Centre qualification will be an advantageExperience:At least 6 years inbound, or outbound contact centre experience.At least 4 years Contact Centre Manager experience.Proven experience managing a team of Contact Centre Campaign and Team Leads.Experience in a customer service, campaign, claims, retentions and/or sales contact centre environment required.Demonstrable experience working with the MS office suite, including MS excel and MS word.Skills:Demonstrate the ability to plan and organise.Ability to develop and nurture improved performance across sales and/or service.Excellent communication and stakeholder engagement skills.Excellent telephone manner with a clear speaking voice.Familiar with CRM systems and practices.Ability to work under pressure and meet deadlines.Ability to manage conflict using a solution-focused approach.Ready to Ignite your career? We would love to hear from you. Apply today!
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA5XzgxMzAxX180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1209178&xid=1109_81301
2y
1
We are looking for a Call Centre Representatives to handle calls from customers and provide support to them in any way possible, you will be required to work in a time-bound environment and ensure that customer service is provided to its best quality.Responsibilities...Handle many inbound and outbound calls to customers and clients.Identify the needs of customers, resolve issues and provide solutions.Maintain good customer relationsMeet personal targets and work towards meeting team targets.Requirements / QualificationGrade 11 &12NO EXPERIENCE WILL BE NEEDED AS WE PROVIDE TRAINING.
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA5Xzc3OTU1X180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1200662&xid=1109_77955
2y
1
The DGM is the overall in charge of the Call Centre Operations that support the internal and external clients on a day-to-day basis. The DGM is the first Line management. Directly responsible for 400-1000 FTE’S depending on process requirements. Responsible for ensuring the highest level of service for our clients; promoting development, growth and providing leadership that promotes and encourages teamwork. Responsible to manage all the business function in association with all Internal and External stakeholders.Meet customers’ expectations by planning and implementing call centre strategies and operations, improving systems and processes and Managing Call Centre staffs.Experience preferably in Inbound & Outbound onshoring operations.DUTIES & RESPONSIBILITIES Determines call centre operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviewsDevelops call centre systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementationsMaintains and improves call centre operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgradesAccomplishes call centre human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.Meets call centre financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analysing variances; initiating corrective actionsPrepares call centre performance reports by collecting, analysing, and summarizing data and trendsMaintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgradesMaintains professional and technical knowledge by tracking emerging trends in call centre operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societiesAccomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18yOTJfMjQyMjcwX180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1168729&xid=292_242270
2y
1
Our client is looking for a Short-term Insurance Broker to join their team.Acquire new clients and win accounts against competitorsAssist prospective clients with filling out forms, communicating with the company, finding the best plans and strategies, and negotiating the final dealsUnderstand the provisions of each policy and communicate this information to the customerShare client information with insurance carriers to determine which products are best to recommendAct as a liaison between insurers and clientsBuilding and maintaining business relationships with clientsPreparing reports for insurance underwritersResearch insurance trends, policies and productsAchieving a minimum target of R3 500.00 commission per month. This equates to about 10 short-term insurance policies per month, with a commission value of R350.00 per policy.Cold calling and lead sourcing is not a part of the brokers daily responsibilities. Leads are given to the short-term department via inbound call centre agents and the life, tax and billing departments.There is an admin assistant who is dedicated to the New Business Development Broker, to assist with quotations, obtaining the necessary information from clients and booking appointments.Key Skills Customer service.Numeracy.Organization.Problem-solving.Attention to detail.Analytical skills.Communication Job Role: Short-term Insurance Broker - New Business Development Industry: Other Salary: Negotiable Required Skills 5 Years of Experience Qualifications· Matric· RE5· Relevant NQF level 4 or 5 (minimum of 120 credits) we will consider candidates under supervision, who have not obtained their NQF 4 or 5 as yet, as long as they are still within their 6 year DOFA deadline.· Minimum 2 years sales experience relevant to the short-term insurance industry.· Both personal lines and commercial lines experience and accreditation required. This includes personal and commercial lines class of business certificates (If appointed as broker after 1 May 2018).· Own reliable transport· Drivers license
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA5Xzc2NDk3X180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1196226&xid=1109_76497
2y
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Job Responsibilities Create project schedules.Maintain project budgets.Schedule meetings.Record important decisions made in meetings.Prepare progress reports.Create progress presentations for senior management.Ensure that team members meet deadlines.Resolve issues from customers, inside sales, and other support teams through phone, chat, CRM cases, and e-mails.Call Centre Environment Answer Inbound Calls to the Number Transfer Ring GroupMeet or exceed productivity metrics.Manage Number Transfer issues that fall outside the normal process.Monitor port requests from inception to completion by case matrixWork closely with 8x8 s underlying local exchange carriers (LEC) to facilitate phone number transfers Job Skills Assist Processing Premium Directory Listings.Enable ported telephone numbers.Troubleshoot porting problems.Serve as a liaison between providers and end users for porting requestsAssist managing project requests and serve as point of contact for designated accounts. Minimum Requirements Grade 12degree in business management, project management or a related fieldPrior experience as a project specialist, project manager or a similar position.Working knowledge of VoIP industry.Experience with LNP processes preferred.Experience with telecom industry desirableWorking knowledge of VoIP industry.
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA4XzYwNTU3X180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1221818&xid=1108_60557
2y
1
German Speaking Customer Service Adviser (Nationwide) **Office OR Working from home opportunity for Multilingual German & English speakers!** We are urgently seeking a German & English speaking Customer Experience Consultant to join one of the worlds leading outsourced centres - some of their clients include large blue chip companies in the Aviation and Retail sectors.The ideal candidate will be confident at dealing with customer queries and ideally have a strong background within call centres / customer service / direct sales environments. Although this is a German speaking role, excellent verbal and written English skills are also essential.You will have the following Qualifications and Experience MatricDiploma/Course in Sales or Customer Service (highly desirable)Fluency in both German and English (written and spoken)Customer care / consumer/direct sales / customer service experience (highly desirable)Computer literateKey responsibilities for this position include, but are not limited to: Handling and responding to inbound calls and emailsDaily interactions with international passengers with queries and complaintsWorking on airline reservation systems, and assisting passengers with pre & post flight departure travel-related queriesFlexible / Adaptable working in a fast paced environmentMaintain a positive attitude in handling calls professionallyKey job details: Training - Fully paid training providedFull Time - Permanent (40 hours a week on a rotational basis)Employee assistance programme benefitHealth insurance benefitLocation: You can work out of a Cape Town Office OR successful incumbent can be based anywhere in South Africa and work from home.
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA5XzY0NzE4X180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1156823&xid=1109_64718
2y
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Responsibilities:vThe Acquisitions agent is responsible for sales and lead conversion targets.vMarketing of the product to both existing and new customers.vScheduling fitments of tracking units.vFollow up on outstanding leads and/or queries.vHandle inbound and make outbound calls according to campaigns.vDemonstrate excellent knowledge of product, service offerings and systems.vNegotiate and make relevant product and service adjustments in line with customer needs, product pricing and sales strategy.vDealing with customer queries and complaints in a competent, efficient and professional manner, in accordance to the companies quality standards and values.vSelling of value added services.vProvide constant feedback to intermediaries, management and other departments regarding status of leads.vEnsure quality benchmarks are achieved.vManage time and workloads to ensure that deadlines and targets are met.vAlign own behaviour with the companies culture and values.vEnsure achievement of own performance requirements.Skills and Competencies:vSelling skills (objection handling & negotiation).vCustomer centric.vAttention to detail.vDeadline and results driven.vInitiative.vTeamwork.vJudgment/Problem solving.vTolerance for stress.vInterpersonal and communication skills.vInfluencing.Job Requirements:vMinimum Matric qualification.vPrevious call centre experience in a sales environment is essential.vRE 5 & 120 FAIS credits is a requirement.vMS Office knowledge (Basic or Intermediate Excel).
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA5XzYyMzM0X180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1144736&xid=1109_62334
2y
1
German Speaking Customer Service Adviser (Nationwide) **Office OR Working from home opportunity for Multilingual German & English speakers!** We are urgently seeking a German & English speaking Customer Experience Consultant to join one of the worlds leading outsourced centres - some of their clients include large blue chip companies in the Aviation and Retail sectors.The ideal candidate will be confident at dealing with customer queries and ideally have a strong background within call centres / customer service / direct sales environments. Although this is a German speaking role, excellent verbal and written English skills are also essential.You will have the following Qualifications and Experience MatricDiploma/Course in Sales or Customer Service (highly desirable)Fluency in both German and English (written and spoken)Customer care / consumer/direct sales / customer service experience (highly desirable)Computer literateKey responsibilities for this position include, but are not limited to: Handling and responding to inbound calls and emailsDaily interactions with international passengers with queries and complaintsWorking on airline reservation systems, and assisting passengers with pre & post flight departure travel-related queriesFlexible / Adaptable working in a fast paced environmentMaintain a positive attitude in handling calls professionallyKey job details: Training - Fully paid training providedFull Time - Permanent (40 hours a week on a rotational basis)Employee assistance programme benefitHealth insurance benefitLocation: You can work out of a Cape Town Office OR successful incumbent can be based anywhere in South Africa and work from home.
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA5XzY0NzE4X180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1156823&xid=1109_64718
2y
1
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The Call Centre Agent is responsible to answer all inbound calls and attend to all walk-in visitors, identify the caller / visitor, respond to the enquiry / request either verbally or in writing and process and accurately record all information received within the set service level agreements. The Call Centre Agent is responsible to return voice messages and abandoned calls and contact members to obtain outstanding information. The Call Centre Agent provides assistance to the employer, member, the consulting and claims teams and external service providers. The Call Centre Agent reports to the Call Centre Manager. DUTIES AND RESPONSIBILITIESAnswer call within 3 rings.Attend to all walk-in visitors.Investigate and resolve all member benefit statement related enquiries.Escalate urgent requests by completing the claim escalation sheet daily.Identify caller / visitor and verify security information by requesting the callers / visitor’s designation / relation and or employee number, ID number, employer name or levy number.Obtain enquiry / request by actively listening; display the ability and desire to listen and be sensitive to callers / visitor’s needs.Repeat the enquiry / request and ask multiple questions to understand the enquiry / request.Respond to the enquiry / request by resolving the enquiry / request with an appropriate response or solution in a quick and accurate manner and to the callers / visitors satisfaction.The Call Centre Agent requires a knack for subtly steering conversations to diffuse anger and resolve issues and concerns which is essential when communicating with callers / visitors.The Call Centre Agent must recognize when to express empathy (one of the most important qualities), how courtesy conveys respect and the power that the tone of voice has on caller / visitor perceptions.Respond to all calls / visitors in a professional and courteous manner and display a positive attitude - Call Centre Agents are the face of the company.Be a team player at all times as successful call centres are staffed by agents who act as a team.Treat each enquiry / request uniquely to ensure client satisfaction.Be able to effectively multi-task.Attend to customer needs on the phone, update records on the system, take notes, and complete other post-call duties.Be organised and efficient in order to complete all tasks quickly and accurately.Respond to allocated emails within 24 - 48 hours with the appropriate response.Strictly adhere to the rules and policies of the Fund, legislation, administration procedures and service level agreements.Maintain and improve quality results by adhering to standards and guidelines; recommend improved procedures.Attend internal and external training required.Meet production standards in terms of quantity and quality.Accept accountability and take responsibility for tasks.Build and maintain relationships at
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA5XzUwMjY2X180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=927260&xid=1109_50266
2y
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Qualifications: Applicable degree/diplomaITILExcellent verbal and written communication and presentation skills5 years relevant experience within an IT Support environment, of which: 2 years experience within a networking support, software and hardware support environment, and1 year experience within a call centre or service desk environment (Advantageous) Key Performance Areas (KPAs) Provide First Level Support and Diagnostics Relating to Various PC/Workstation Requirements and Other Relevant Queries.Answer support queries either onsite, telephonically or via emailAnalyse reported faults and complete detailed diagnostics in an attempt to resolve the problem telephonically or via a remote support application (Assign to the correct resolver group if unable to resolve the problem).Provide physical first level support and diagnostics, assisting second Level Experts and third Level ExpertsAdminister user profiles and access rights.Handle assigned incidents effectively and efficiently.Check that call classification matches the call description.A detailed activity history must be entered into each call.Capture customer requests from varied inbound sources into the call management system.Issue users with a reference number for every incident logged.When re-assigning priority 1 and priority 2 calls to other groups, it must be followed by email or telephone callUpdate the call at least once a day with all correspondences and actions, to maintain a complete audit trail for future reference.Document in detail the resolutions and fixes used, for that corrective action to be used for future reference.Monitor system resources in order for adequate capacity to be available to meet user requirements. Recommend preventative/corrective action.Troubleshoot and support users in respect of hardware and software.Support users in the use of company authorised software and applications support e.g. MS Office.Assists with installation of printers and general support activities.Maintain planned maintenance schedule of all peripherals e.g. printers and scanners.Provide feedback and recommend action in respect of capacity, lifecycle and cost benefits of equipment.Maintain network diagram and provide desktop Support to all users as required.Maintain all hardware on workstations and deliver first and second line technical support on all workstations within area of service.Co-ordinate, install, set up and complete departmental moves with regards to IT equipment.Conduct swap-out of existing workstations, switches, notebooks, printers, monitors and any other physical component required during service restoration.Upgrade workstations, laptops and other hardware, as required, in line with existing maintenance contracts.Build new workstations, laptops, printers and any other required hardware configuration.Fulfil the role of SDA whilst on a shift rotation.
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA5XzU1MzIzX180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1126125&xid=1109_55323
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Job descriptionRequirements § Matric is compulsory§ Strong communication skills§ Presentable§ Clear criminal recordDuties and Responsibilities Answering phones from customers professionally and responding to customer inquiries and complaintsResearching required information using available resourcesHandling and resolving customer complaints regarding product sales to customer service problemsProviding customers with the organization’s service and product informationProcessing forms, orders, and applications requested by the customersIdentifying, escalating priority issues and reporting to the high-level managementFollowing up complicated customer calls where requiredObtaining and evaluating all relevant data to handle complaints and inquiriesRecording details of comments, inquiries, complaints, and actions takenManaging administration, communicating and coordinating with internal departmentsTechnical expert in related computer applicationsAble to maintain customer confidentialityAct as liaison between the company and its internal and external current and potential customersAccept ownership for effectively solving customer issues, complaints, and enquiries, keeping customer satisfaction at the core of every decision and behaviorManagement of inbound and outbound customer interactions at a timely mannerFollow communication “scripts” when handling different topicsIdentify customer needs, clarify information, research every issue and provide solutions and or alternativesUpdate existing customer informationIdentify and escalate priority issuesSeize opportunities up to sell products when they ariseBuild sustainable relationships and engage customers by going the extra mileKeep records of all conversations in our call center database in a comprehensible wayUpdates job knowledge by studying new product descriptions, participating in internal and external educational opportunitiesMeet personal / team qualitive targetsAdhere to standard guidelines, recommending improved procedures
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA5Xzc1NDg1X180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1193021&xid=1109_75485
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