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1
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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15h
1
Our client, a call centre located in Randburg, Johannesburg, are looking to employ customer service agents 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:
Danish / Swedish / NorwegianPrevious customer service experience advantageousStrong PC literacyStrong customer orientationAvailability to work shifts (International Call Centre)
Job Description
Identify the needs of the end userAnswer chats, calls and respond to social media queries & emailsResearch required information using available resourcesManage and resolve customer complaintsProvide customers with product and service informationEnter and update customer information into systemIdentify and escalate priority issuesFollow up customer calls where necessaryMeets or exceeds quality and productivity goals assigned by managementDemonstrates clear and polite written and oral communicationMaintain a positive and professional demeanour and portray the company in a positive lightDemonstrates appropriate sense of urgency across channel responses and service levelsFollow company policies and processes in order to process customer requests appropriatelyDemonstrates knowledge and use of departmental resources, policies, and proceduresUses customer service tools in order to provide an accurate response and an exceptional customer experienceEscalates customer issues appropriately and correctly. Demonstrates timely, accurate and professional customer serviceProactively communicates system and process issues, and customer feedback trends to managementExceeds customer expectations by going above and beyond
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS8zMDA4NjkwNjM1P3NvdXJjZT1ndW10cmVl&jid=579947&xid=3008690635
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16h
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
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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
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2y
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