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1
LetsLink Medical Recruitment Agency is assisting one of the leading health insurance product providers in South Africa to employ a Call Centre Agent to work in the Gap Cover department.
Requirements to apply:
1 year or more relevant experience (Call Centre) Customer Service training FAIS Compliance (RE5 Certificate) is essentialMatric or equivalent qualification Excellent English communication (verbal and written) Ability to manage large amounts of inbound calls in a timely mannerCustomer Service skillAttention to detail Resilient: must be able to work under constant measurement and pressureAdvanced computer skills
Salary: Salary range between R1k and R15k per month
Working hours: Normal office hours
How to apply: Interested candidates who meet the above criteria are requested to e-mail a detailed CV to vacancy@letslink.co.za or to contact Gary on +27(0)110261907
Please view our website: www.letslink.co.za LetsLink is a registered recruitment agency, specializing in placing all staff in the Healthcare, Medical and Pharmaceutical sector.
By applying for this position and providing us with your CV and other personal information, you are consenting to the information being used for the specific purpose for which it was provided, which is recruitment purposes and possible appointment purposes (Should you be successful). Please note that your information will be processed for recruitment purposes only or for such purposes relating to assessing the establishment of the employment relationship with yourself, and this will be done in accordance with the applicable data protection and privacy legislation. We confirm that such information will not be used for any other purpose without your prior consent. If your application is not successful, we retain your CV and other information provided for a period of 24 months after which it will be destroyed in a secure manner. If you object to your information being used in accordance with the aforementioned clauses, please indicate your objection and we will immediately destroy your personal information in a secure manner.
https://www.ditto.jobs/job/gumtree/334552044?source=gumtree
2min
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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 ad hoc tasks as and when requiredJob Specific Requirements / Knowledge RequirementsCommunication skillsInterpersonal skillsAnalytical skills  Team playerNegotiating skills  Presentation skillsIntegrity Writing skillsCustomer orientationProactive and professionalSystem SpecificationMS Office and ExcelNumerical abilityCOMPETENCIES:Customer focusAbility to build customer loyaltyConflict managementExcellent communication skillsHigh level of professionalism and an understanding ethical conduct.Quality orientationKNOWLEDGE, SKILLS AND EDUCATION:Grade 12Excellent Communication written skills in EnglishA 2nd language is a requirement: Sotho, Zulu or XhosaSerious and passionate about customer service and working in a customer service industry COMPETENCIES:Customer focusAbility to build customer loyaltyConflict managementExcellent communication skillsHigh level of professionalism and an understanding ethical conduct.Quality orientationKNOWLEDGE, SKILLS AND EDUCATION:Grade 12Excellent Communication written skills in EnglishA 2nd language is a requirement: Sotho, Zulu or XhosaSerious and passionate about customer service and working in a customer service industryAnswering 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
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA4XzE3ODI1MF9fNDk3P3V0bV9zb3VyY2U9Z3VtdHJlZSZ1dG1fbWVkaXVtPWZlZWQma2V5d29yZD0=&jid=1778424&xid=1108_178250
16h
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Our client, a call centre located in Randburg, Johannesburg, are looking to employ Team Leaders who are Norwegian, Danish, Swedish and Dutch speakers. Shift work is required, depending on the territory and their call centre is open 7 days a week, averaging time between 7am and 11pm).
Minimum Requirements
Grade 12Must be bilingual (verbal and written) in English and one of the following languages:
DutchDanishSwedishNorwegian
Previous Inbound Contact Centre experience or,Previous Team Leader / Supervisory experience in a service environmentPrevious international contact centre experience will be advantageousFully computer literate in all Microsoft packages (Word, Excel, Outlook and Internet)Availability to work shifts (International Call Centre)
Operations Management and Continuous Improvement
Coach and develop employees through continuous one-on-one sessions i.e. daily, weekly and monthlyEffective resource planning by managing work attendance and leaveEnsure all contact channel services levels are metSet key performance indicators for agents and review agent performance according to KPI’s in conjunction with Operations headAnticipate escalations and take over requests when neededConduct root cause analysis on all detractorsEnsure escalations processes are maintained and implementation of new processes with team buy inAssign and monitor the productivity and quality of interactions performed by the teamEnsure all work delivered to clients are conducted with a high level of integrityDrive all day-to-day operational activities through to successful completionEnsure all team members are responding to customer concerns in a timely and efficient mannerMonitor behaviours and skills of team to ensure they are professional, friendly, confident, and capable with all aspects of interaction handlingReview and update productivity tools to monitor real-time and long-term performance, and to identify areas of improvement
People and Performance Management
Manage the development, performance, capability and capacity of the employeesEnsure that all agents meet agent adherence and reach service levels (Basic Metrics i.e. NPS, FCR, AHT, QA)Enhance staff morale & motivation through reward and recognitionDetermine training needs and identify coaching opportunities to develop knowledge, skills and behaviours in the teamMentor new hiresDemonstrate knowledge, passion, and a creative aptitude to consistently achieve and exceed targetsOffer guidance and support to all team members to mini...
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS80MjIzNDcwNjAzP3NvdXJjZT1ndW10cmVl&jid=579950&xid=4223470603
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POSITION SUMMARY
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 soci...
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS8yNjM1MzQyNzY3P3NvdXJjZT1ndW10cmVl&jid=1163879&xid=2635342767
1d
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Inbound customer service call center agent needed for Airline company
RESPONSIBILITIES:
Receive calls from customers / passengersDeal with problems such as delays, cancellations etcExplain processes to customers and assisting them where necessaryWork in a team and longer than normal hours (shift work)Deal with confidential informationCommunicate with customers both verbally and in writing.
REQUIREMENTS
Grade 12One (1) to four (4) years’ experience in a Call Centre EnvironmentTravel or relevant qualification will be an advantageValid Covid-19 vaccination cardExcellent communication in English – speak, read and writeSolid computer literacyExcellent phone etiquetteNo criminal or credit recordAble to work on weekends, public holidays and flexible hours as requiredOwn transport would be an advantage.
SHIFTS ROTATIONAL:
07:00 – 16:0008:00 – 17:0009:00 – 18:0010:00 – 19:00Includes weekends and public holidays.
PERSONAL ATTRIBUTES
PunctualExcellent understanding or experience of delivering great customer service to a customerHigh degree of patience and assertivenessConflict resolution skillsImmaculate time keepingTrustworthy, professional and reliable, including dealing with confidential informationThe ability to work well under pressurePractice good time management and willingness to work longer than normal office hoursRemains focused in order to handle objectionsCustomer focused and service orientated.
https://www.ditto.jobs/job/gumtree/1604503986?source=gumtree
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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
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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
2y
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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
2y
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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
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SavedSave
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
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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 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
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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
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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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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
2y
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*Reference: JHB005711-Tebog-2*
We are looking for a certified MCSE and CCNA First Line Support Engineer to be responsible for the efficient logging and response to customer requests, adherence to specific Operational Level Agreements and contribution toward positive first call resolution rates and overall Service Level Agreements.
Key Skills / Competencies/Qualifications
* The latest Microsoft MCSE qualification is mandatory for this role.
* The latest CCNA qualification is mandatory for this role
* Vendor Accredited Platform certification is required, Microsoft and Citrix.
* 2 years previous IT experience in a networking environment is mandatory for this role
* Previous desktop support experience is an advantage.
* 1 year previous call centre experience is an advantage
* Excellent data capture and typing skills
* Must be able to use all Microsoft Office applications.
* Must show excellent communication, analytical and troubleshooting skills
* Previous experience with a Service Desk Application is an advantage
* Must show a good understanding between Software, Application and Infrastructure components in an IT environment
* Must understand the concept of an SLA and OLA
Definition of Responsibilities:
* The First Line Support Engineer is responsible for the capturing of customer requests from varied inbound sources into the company’s Call Management System.
* Required to ensure that every opportunity that can result in a First call resolution is taken in a bid to achieve the First Call resolution rate defined per customer
* The First Line Support Engineer must analyse the reported fault and complete detailed diagnostics in an attempt to resolve the problem telephonically or via a remote support application. Should the problem not be resolved, the First Line Support Engineer must ensure that the request is correctly and efficiently assigned to the correct resolver group.
* A key responsibility of the role is to ensure that correct business practices and fixes are used in order to resolve a reported fault.
* Attentiveness and excellent communication is required from an Engineer at all times.
* The First Line Support Engineer must, at all times, understand the sensitive nature of their support offering and must ensure that all tasks and actions are done so with honesty and integrity.
* The First Line Support Engineers are required to document in detail the resolutions and fixes used in order to ensure that this advice can be used for future reference.
* The First Line Support Engineer is the first level of contact for customers, Engineers must therefore be customer-focused and must strive to return the customer to a working state.
* Ensure the user is issued with a reference number for every incident logged.
* Responsible for the Hand-over all incidents to the next shift for further resolution.
* Required to adhere to all Service Desk and Client specific processes
* Ensure that 98% of all calls are answered within 3
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xNTU1XzI5NjU3X180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1203668&xid=1555_29657
2y
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*Reference: JHB005712-Tebog-1*
We are looking for a certified MCSE and CCNA First Line Support Engineer on a fixed term contract to be responsible for the efficient logging and response to customer requests, adherence to specific Operational Level Agreements and contribution toward positive first call resolution rates and overall Service Level Agreements.
*Key Skills / Competencies/Qualifications*
* The latest Microsoft MCSE qualification is mandatory for this role.
* The latest CCNA qualification is mandatory for this role
* Vendor Accredited Platform certification is required, Microsoft and Citrix.
* 2 years previous IT experience in a networking environment is mandatory for this role
* Previous desktop support experience is an advantage.
* 1 year previous call centre experience is an advantage
* Excellent data capture and typing skills
* Must be able to use all Microsoft Office applications.
* Must show excellent communication, analytical and troubleshooting skills
* Previous experience with a Service Desk Application is an advantage
* Must show a good understanding between Software, Application and Infrastructure components in an IT environment
* Must understand the concept of an SLA and OLA
*Definition of Responsibilities:*
* The First Line Support Engineer is responsible for the capturing of customer requests from varied inbound sources into the company’s Call Management System.
* Required to ensure that every opportunity that can result in a First call resolution is taken in a bid to achieve the First Call resolution rate defined per customer
* The First Line Support Engineer must analyse the reported fault and complete detailed diagnostics in an attempt to resolve the problem telephonically or via a remote support application. Should the problem not be resolved, the First Line Support Engineer must ensure that the request is correctly and efficiently assigned to the correct resolver group.
* A key responsibility of the role is to ensure that correct business practices and fixes are used in order to resolve a reported fault.
* Attentiveness and excellent communication is required from an Engineer at all times.
* The First Line Support Engineer must, at all times, understand the sensitive nature of their support offering and must ensure that all tasks and actions are done so with honesty and integrity.
* The First Line Support Engineers are required to document in detail the resolutions and fixes used in order to ensure that this advice can be used for future reference.
* The First Line Support Engineer is the first level of contact for customers, Engineers must therefore be customer-focused and must strive to return the customer to a working state.
* Ensure the user is issued with a reference number for every incident logged.
* Responsible for the Hand-over all incidents to the next shift for further resolution.
* Required to adhere to all Service Desk and Client specific processes
* Ensure that 98% of all
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xNTU1XzI5NjU2X180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1203667&xid=1555_29656
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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
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To manage, co-ordinate and impact sales directly in the Contact Centres via efficient sale agents to customers, to achieve profitable sales growth and customer retention. Establish a customer focus approach to increase sales through the teams and utilization of support personnel, instil a performing culture of teamwork, individual recognition and the growth of each person in the scope of succession planning. Develop, implement and ensure ongoing adherence to specific scripts, policies and procedures as well as enhance current processes for continuous improvement methods
* Achievement of sales targets -volume and R value
* Achievement of campaign targets per client
* Ensure ongoing adherence within the allotted teams to the relevant policies, procedures and practices.
* .
* Update sales information on inbound communication regarding pricing, process changes, scripts, business instructions and the like for the teams
* Ensure that corrective actions are timeously put in place in order to counter any possible negative or destructive impacts on inbound business unit itself.
* Ensure that all customer profiles are accurately and continuously updated on the system for further successful penetration sales strategies.
* Action and pro-actively manage output sourced from various relevant reports (daily, weekly or monthly) generated by the team on any sales related interactions.
* Manage headcount and capacity across client and product requirement applying effective pipeline management
* Achieve conversion, sales per agent and leads per agent efficiencies
* Implement and affect high quality sales calls
* Identify and shift trends impacting key customer processes and experience
* Implement an effective sales framework
* Work with technical staff and other internal colleagues to meet customer needs.
* Arrange and participate in internal client debriefs.
* Develop a rapport with new clients and set targets for sales and provide support that will continually improve the relationship.
* Plan persuasive approaches and pitches that will convince potential clients to do business with the company
* Ensure Quality for compliance scores and outputs are productive and in line with expected standards.
* Nurture and maintain high performance/quality standard of sales agents.
* Foster and maintain a highly productive team, which is effectively. structured, and work that is fairly allocated to achieve the sales targets set
* Ensure that all customer needs are accurately and proactively identified and attended to.
* Ensure customers are confident that they are dealing with a company where the fair treatment of customers is central to the firm culture.
* Ensure products and services marketed and sold in the retail market are designed to meet the needs of identified customer groups and are targeted accordingly.
* Ensure customers are given clear information and are kept appropriately informed before, during and after the t
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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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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.
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