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The Role: FTTH Contact Centre Agent Based in Port Elizabeth Permanent Are you looking to join a company with great values and great teams? We are currently looking for technical contact centre agents who have experience in IT or have worked with FTTH and reside in Port Elizabeth. Previous ISP experience is highly advantageous Responsibilities: Process FTTH customer service and technical service enquiries through inbound calls and provide end to end serviceMust 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 membersEnsure 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 resolutionPerforming any ad hoc tasks as instructed.Skills and Experience: MatricIT background or qualificationPreferably in possession of an A+, N+, MCSE or CCNA qualificationPrevious ISP experienceIT trouble shooting skills including an ability to perform remote troubleshooting2 to 3 years Telecommunication knowledge and experience Experience of website navigation functionalities, technology savvyCan you work from home or in the office?Criminal clearComputer literateExcellent listening skillsWillingness to learnProblem-solving skillsAttention to detail
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA4XzYzNDY1X180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1223255&xid=1108_63465
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The Role: Customer Service Agent Contract Position Based in Port Elizabeth To Start 25 April 2022 JOB OVERVIEW Be part of the key structure to assist in the successful rollout of vaccines. Be responsible for providing the people of South Africa with real time information and responses to their inquiries.Support vaccine literacy uptake, ensure consistency of messaging. Escalation of on the ground issues for feedback into public communication channels. Responsibilities and duties: Receive inbound voice calls and assist the people of south Africa with the booking of registration with EVDS (Electronic Vaccination Data System)Assist Individuals with queries relating to appointmentsAssisting with answering FAQâ??s, especially regarding all aspects of RegistrationSkills and Experience: Skills, Qualifications and Experience: Excellent Communication skillsMatric6 months previous call centre experience advantageousPrevious retail/customer services experience advantageousEntry level campaignHours 7h00 â?? 22h00 Monday to Friday and 08h00 â?? 20H00 Saturday and SundayLanguages to be represented: Afrikaans, Ndebele â?¢       Sotho sa Leboa â?¢       Sotho â?¢       Tswana â?¢       Swati â?¢       Venda â?¢       Tsonga
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA4XzYyNzM4X180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1220653&xid=1108_62738
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The Role: Customer Service Agent Contract Position Based in Port Elizabeth To Start 04 March 2022 JOB OVERVIEW Be part of the key structure to assist in the successful rollout of vaccines. Be responsible for providing the people of South Africa with real time information and responses to their inquiries.Support vaccine literacy uptake, ensure consistency of messaging. Escalation of on the ground issues for feedback into public communication channels. Responsibilities and duties: Receive inbound voice calls and assist the people of south Africa with the booking of registration with EVDS (Electronic Vaccination Data System)Assist Individuals with queries relating to appointmentsAssisting with answering FAQâ??s, especially regarding all aspects of RegistrationSkills and Experience: Skills, Qualifications and Experience: Excellent Communication skillsMatric6 months previous call centre experience advantageousPrevious retail/customer services experience advantageousEntry level campaignHours 7h00 â?? 22h00 Monday to Friday and 08h00 â?? 20H00 Saturday and SundayLanguages to be represented: Afrikaans, Ndebele â?¢       Sotho sa Leboa â?¢       Sotho â?¢       Tswana â?¢       Swati â?¢       Venda â?¢       Tsonga
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA4XzU1MzkyX180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1204878&xid=1108_55392
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The Role: FTTH Contact Centre Teamleader Based in Port Elizabeth Permanent Position Basic Salary The position of the Team Leader is to lead an inbound FTTH team and to maintain quality of service delivered in conjunction with iSonxperiences customer goals and objectives. The Teamleader is also expected to work within all teams of the Contact Centre to ensure that Customer Experience is delivered all the time. Main Responsibilities will include but will not be limited to: ¨Leading and managing a team of +- 13 agents¨Coaching and developing agents through continuous one-on-one sessions i.e. daily, weekly and monthly¨Attendance and leave management process and updating matrix¨Manage and motivate agents through different formsQuality management/improvement through call evaluations for each agent weekly¨Ensure 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 needs¨Resolve daily queries and promote service delivery¨Compile reports and report on progress¨Liaise 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: QUALIFICATIONS AND EXPERIENCE : Previous Team leader experience within a Contact Centre environment (Customer Service /Technical FTTH)Good performance management experienceExperience of website navigation functionalities, technology savvyGrade 12 CertificateIT Background would be an advantageIn possession of an A+, N+, MCSE or CCNA qualification will be advantageousPROFESSIONAL AND INTERPERSONAL SKILLS: Excellent communication both oral and writtenDemonstrate the ability to manage work load 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=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA4XzYzNDY0X180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1223254&xid=1108_63464
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The Role: FTTH Contact Centre Teamleader Based in Port Elizabeth Permanent Position Basic Salary The position of the Team Leader is to lead an inbound FTTH team and to maintain quality of service delivered in conjunction with iSonxperiences customer goals and objectives. The Teamleader is also expected to work within all teams of the Contact Centre to ensure that Customer Experience is delivered all the time. Main Responsibilities will include but will not be limited to: ¨Leading and managing a team of +- 13 agents¨Coaching and developing agents through continuous one-on-one sessions i.e. daily, weekly and monthly¨Attendance and leave management process and updating matrix¨Manage and motivate agents through different formsQuality management/improvement through call evaluations for each agent weekly¨Ensure 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 needs¨Resolve daily queries and promote service delivery¨Compile reports and report on progress¨Liaise 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: QUALIFICATIONS AND EXPERIENCE : Previous Team leader experience within a Contact Centre environment (Customer Service /Technical FTTH)Good performance management experienceExperience of website navigation functionalities, technology savvyGrade 12 CertificateIT Background would be an advantageIn possession of an A+, N+, MCSE or CCNA qualification will be advantageousPROFESSIONAL AND INTERPERSONAL SKILLS: Excellent communication both oral and writtenDemonstrate the ability to manage work load 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=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA4XzY0NTI4X180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1229042&xid=1108_64528
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