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Results for customer service agent in Jobs in Johannesburg CBD
1
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Outbound Sales Consultant
We are looking for SALES CHAMPIONS to join our high performing sales team in a well-established insurance operation. If you are money-hungry, tenacious and love the world of sales, then this is for you!
During a Typical Day, You’ll
Cold call pre-existing and new customers to sell variety of products & servicesOffer professional advice to clients Set up new customer accounts and update existing recordsKeep up to date and fully informed on product comparisons and new productsBe compliant in all activities in accordance with regulations and professional guidelines and ethics & business rules
Requirements
Min 1 – 2 years outbound sales experienceStrong sales ability & ability to handle client objectionsProven track record of meeting sales targetsExcellent communication skills in English & 1 other languageBackground in telecommunications will be an advantageClear criminal record
Working Hours
Monday to Friday - 8am - 5pm + 2 Compulsory saturdays
Salary – R 5 500 Basic + Commission
Should you not hear from us within 14 days of applying, kindly consider your application unsuccessful for this role.
https://www.ditto.jobs/job/gumtree/2668587532?source=gumtree
18h
1
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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
18h
1
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Key Responsibilities:
To actively prospect potential home loan clients, through lead providers (agents and originators) and through personal marketing and people engagement opportunities, then by using the appropriate needs analysis based selling techniques, either switches them from other financial institutions or to offer them a new home finance packages that is tailor made and accompanied by our Amazing service.
Alignment to business driver/Strategy
To ensure that roll up branch, regional and national targets are achieved and hence contribute to maximising company profits and shareholder value.
Source potential clients
Using proactive prospecting methods: Create a strong network of potential clients through ongoing partnering and relationship building;Using proven and measurable reactive methods:
(1)Referral campaigns, (2) Personal marketing opportunities i.e. Shows, Expos, Mall campaigns etc. (3) Email campaigns, (4) Corporate presentations (5) Networking (6) Call duties (7) Social activities (8) SAPTG letters (9) Flyers (10) Open House Days
Identify needs
Identify the primary financial and emotional needs of the potential client by asking open ended questions and then actively listening to their responsesPre-qualify the potential client through understanding their background situation and linking it to the credit matrixIdentify the financial problems / challenges faced by the potential client and the impact it is having on themShould potential client not qualify, keep their details for possible future follow-up
Match relevant product package to relevant need
Using outstanding product knowledge, present the features and benefits of a product package to the potential client in such a way that it meets their need and solves their problemsExplain to the potential client the procedure taken to process their applicationApply the correct credit criteria when assessing the fileDrafting motivations and explanations of any abnormalities for better understanding
Explain the LOA (Final Grant) and close the deal
Explain all the important figures, conditions and terminology in the LOAClose the deal by first summarising the benefits of the relevant product package as it relates to the identified need, then asking for the business
Maintain customer contact and Follow-up
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS8zNjczMDE0OTE1P3NvdXJjZT1ndW10cmVl&jid=1553861&xid=3673014915
18h
1
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A top company in the FMCG industry is seeking a Customer Service Agent with experience working in a Call Centre Environment on Ad Hoc Basis.
Requirements
Must have Matriculated.Must have at least 4 years experience working in a Call Centre or done Customer Service.Must be able upsell.Must be computer literate.Must stay Close to Sandton.Must be Well-Spoken.
Skills
CommunicationComputer literateTypingData CapturingAttention to detail.Highly adaptableNegotiation skillsProblem Solving
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS80Mjc4NzAzNjQ4P3NvdXJjZT1ndW10cmVl&jid=1745511&xid=4278703648
18h
1
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Responsible for implementing customer retention programmes and initiatives to increase loyalty and retain business.
Duties:
Ensure sales targets that measure outputs and outcomes that relate to customer experience are met.Enforce retention process end to end as per Standard Operating Procedures.Ensure proper capacity planning (Work Force Management) for the Retentions team to deliver on the KPAs.Submit weekly and monthly retention reporting as and when needed.Drive up-selling to existing for purpose of business growth and sustainability.Offer downgrade of products to retain customers.Liaise with collections team to ensure the resolution of queries on VAPS for successful payment of premiums.Ensure that daily debits have run.Build positive working relationships with customers for repeat businesses.Effectively manage complex retention queries.Ensure payment schedules go out to the various brokers/schemes.Contribute to the development of new strategies for customer retention activities.Gather information from existing customers about customer service and customer complaints.Develop retention campaigns and initiatives based on customer feedback, to drive customer retention.Manage and influence Lapse ratio reduction.Manage the day-to-day activities of the Retentions Agents, including scheduling and the evaluation of work for adherence to standards and ways of work.Perform customer negotiations to renew contracts and retain business and reach a fair conclusion from both business and customer perspective.Work with the Sales team in implementing sales promotion activities.Deliver product presentations and demonstrations to customers.
Qualifications and Experience:
NQF Level 7: Bachelors degree in Sales, Customer Service, or related field / National DiplomaRE5.5 - 7 years retentions/ collections within insurance industry (Essential).2 - 3 years Sales experience (Essential).Ability to liaise effectively with stakeholders on all levelsAbility to multitask.Experience in sales, customer retention or customer service, ideally with up-selling and cross-selling within in the insurance sector.
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS8yNzY3NTM0NTE1P3NvdXJjZT1ndW10cmVl&jid=1305812&xid=2767534515
18h
1
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Seeking proactive, confident, and innovative Fraud Detection Consultants with a solutions-driven approach for an opportunity at a prominent South African bank, located in Sandton, on a 3-month contract.
Key Qualifications and Responsibilities:
FAIS Compliance: Must hold RE 5 certification or possess relevant qualifications for banking FAIS credits.
Fraud Detection: Proficient in reporting fraud cases, blocking/unblocking accounts, securing customer accounts, investigating suspicious activities, and resolving client queries.
Versatile Skills: Capable of handling various types of fraud cases and liaising with third parties for effective risk mitigation.
Banking Experience: Minimum of 2 years of experience in Credit Card Fraud Detection Consultant roles, specifically within the top 5 banks in South Africa.
Communication: Excellent verbal and written communication skills in English.
Client Service: Demonstrated expertise in providing top-notch client service.
Deadline-Oriented: Ability to thrive in a deadline-driven environment.
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS8xNTIyOTQ5NDkxP3NvdXJjZT1ndW10cmVl&jid=1715931&xid=1522949491
18h
1
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Job Description/Duties:
· To be the principal point of contact between the Company and its agents and customers.
· To ensure customers have the correct products.
· Ensure forward share and visibility.
Customer relations:
· Establish, develop, and maintain positive business and customer relations.
· Expedite resolution of customer problems and complaints to maximize satisfaction.
· Grow and maintain customer database.
· Seek new opportunities.
· Present, promote and sell products/ services using solid arguments to customers.
· Complete weekly call cycles.
Sales targets:
· Achieve agreed upon sales targets within schedule.
· Coordinate sales effort.
Monthly reporting:
· Submit monthly reports- performance and competitors in landscape.
· Supply management reports of customer needs, problems, interests, competitive activities and potentials.
Other:
· Attend meetings when required- Management and customers.
· Collaborate with other businesses to drive business performance.
· Attend trade shows and marketing events.
Minimum Requirements:
· Grade 12.
· Tertiary qualification in Business, Marketing communications or any other relevant field will be advantageous.
· Minimum of 2 years proven work experience as a sales representative.
· Proven track record of successfully managing customer relationships.
· Valid driver’s license.
· Excellent knowledge of MS Office.
· Working knowledge of CRM Systems.
· Relationship management skills and openness to feedback.
· Ability to create and deliver presentations.
· Prioritizing, time management and organizational skills.
· Strong verbal communication skills.
· Ability to work efficiently- on your own or as a team.
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS8yMDI1OTIwOTQ2P3NvdXJjZT1ndW10cmVl&jid=1202490&xid=2025920946
18h
1
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Are you a seasoned business process outsourcing industry leader that prioritizes results? Do you have a track record of successfully managing numerous customer accounts, driving revenue, and producing outstanding results? A fantastic opportunity is available for a BPO Divisional Manager.
Duties & Responsibilities:
BPO Opps Management
Develop and execute the overall operational strategy for the BPO division, aligned with the companys goals and objectives.Lead, mentor, and manage a team of managers and supervisors to ensure effective service delivery, adherence to quality standards, and achievement of performance targets.Establish and monitor key performance indicators (KPIs) to track and improve operational efficiency, client satisfaction, and financial performance.Analyze market trends, industry best practices, and emerging technologies to identify opportunities for process improvements, automation, and innovation within the BPO operations.Collaborate with cross-functional teams, including sales, marketing, and technology, to drive revenue growth, enhance client relationships, and develop new service offerings.Develop and maintain strong relationships with key clients, acting as a strategic partner and trusted advisor to address their evolving needs and drive long-term satisfaction.Ensure effective quality assurance processes and controls to ensure adherence to service level agreements (SLAs), compliance with regulations, and continuous improvement in service delivery, by working closely with the QA teams and Managers.Identify and mitigate operational risks, proactively addressing potential issues and ensuring robust business continuity plans.Monitor and manage operational budgets, resources, and costs to optimize efficiency and profitability.Provide regular reports and updates to the executive team, highlighting operational performance, challenges, and opportunities, and making strategic recommendationsLead and oversee the end-to-end operations of the BPO division, ensuring efficient and effective service delivery, adherence to service level agreements (SLAs), and achievement of key performance indicators (KPIs).Develop and implement operational strategies, policies, and procedures to drive performance improvements, enhance productivity, and optimize service quality.Monitor and analyze BPO operations performance metrics, including call volume, response time, first call resolution, customer satisfaction, and agent productivity, and/or sales enviroments metrics, and take proactive measures to meet or exceed targets.Foster a positive and collaborative work environment, promoting teamwork, motivation, and professional development among the BPO team members.Manage and cultivate client relationships, acting as the primary poi...
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS8zNDExMDQyMTM0P3NvdXJjZT1ndW10cmVl&jid=1608038&xid=3411042134
18h
1
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PURPOSE OF THE POSITION
This role is within the Micros support department of Micros South Africa, providing support on the Micros products from database configuration, front end configuration, 3rd party assistance and operating system. Ensuring at all times that the company’s process and control measures are adhered to.
PRIMARY RESPONSIBILITIES FOR THE ROLE
· To provide telephonic / remote / onsite support for all Micros products
· Clients on ‘Stop-Support’ are not to be support without the authorization by Management.
· To ensure accurate and timely updates of logged support issues one the in-house call logging system.
· To be aware of escalation procedures as communicated from time to time. Escalation procedures may vary for corporate accounts.
· To make sure the billing process is adhered to with regards to chargeable calls and managed with the help of account managers and projects. *
· Be responsible for interaction with customers via email, telephone etc.
· Research and test problems to confirm, isolate and identify what caused the problem and solutions. When unable to resolve problems, escalate to the correct channels.
· Maintain all documentation required by Micros.
· Assist with the occasional implementing, testing and writing of any documentation that may be required.
· Test and troubleshoot new versions prior to release.
· To employ sound decision making when dealing with customer support issues. i.e. escalation, resolve customer issues in the most efficient manner, in the shortest possible time.
· To maintain effective communication with our customers at all times, through a planned program of scheduled telephonic conversations and meetings.
· Inform the relevant account managers of support/maintenance issues regarding their clients.
· Attend any relevant training course which is set to improve knowledge on the company’s or associated applications
· Prioritizing numerous issues of varying severity & service levels and dealing with them accordingly.
· Collaborating extensively with peers and other teams to drive problem resolution and contribute in growing the knowledge
· Logging and managing support cases with 3rd parties.
· Dealing with all historical cases – cases include configuration changes, training cases and balancing queries.*
· Will be responsible for support installs this would include new credit card installs and other installs deemed necessary.*
· Scheduled patch installs.*
· Support issues with regards to new database role outs.*
· Make sure cases are updated and SLA is kept on the cases owned by the individual.*
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS82Nzc0OTAzNzY/c291cmNlPWd1bXRyZWU=&jid=1309948&xid=677490376
18h
1
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Exciting Opportunity for an Insurance Sales Team Leader (Short-Term Insurance)
Join one of our esteemed clients, a leading player in the financial sector, as they seek top-notch Sales Team Leader specializing in Short-Term Insurance. Your role will revolve around providing exceptional support to sales agent, in order for them to service existing clients by offering them tailored short-term insurance solutions.
Key Responsibilities:
Preparing annual, quarterly and monthly update accounts on current opponents or business possibilities.Working together with colleagues from other departments to improve efficiency and overall service delivery.Giving prompt reports on crucial issues to direct senior officer, suggest answers where obtainable.Supervising essential key account possibilities.Making propositions, giving suggestions and designating sales target and job obligations to each sales staff.Appraisal performance of staff, giving suggestions, rewarding or awarding punishment and offering proposals on dismissal of personnel where applicable.Recommending hiring additional staff and ensuring required resources are available to accomplishing target objectives and goals.Solicit for other job duties needing attention to enhance service and improve customers’ contentment to a reasonable extent.Taking part in interviews of candidates while supporting decision making to hire successful applicants.Offering inspiration and training of internal sales personnel on how to attain business sales objective.Assisting the team managers to intensify sales via training on sales methods.Generating action plans to enhance performance and productive capacity of underperforming personnel.
Qualification/s Required:
Matric (Grade 12)Regulatory Examination 5 (RE 5) or in progress with DOFAFAIS Credits or in progress with DOFAClass of Business (advantageous)
Experience Required:
3-5 years of Team Leader/Management sales experience.Strong knowledge and understanding of the insurance sector/industry.2 years of short-term insurance experience.
Location: Auckland Park
Remuneration: R 436051 p/a CTC depending on your qualification
If you are a dynamic professional looking to excel in the insurance industry and possess the required qualifications and experience, we invite you to join our clients team. Take the next step in your career by applying today.
Note: DOFA refers to the date of first appointment, and FAIS stands for the Financial Advisory and Intermediary Services Act. These terms are relevant within the context of regulatory requirements for financial profes...
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS81MDE0MTY3ODM/c291cmNlPWd1bXRyZWU=&jid=1720512&xid=501416783
18h
1
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A well-established Car Dealership based in Cresta JHB is looking for a PSE Agent to join their Customer Services Team.
Requirements:
Matric2-3 years automotive experienceComputer literateGood communication skillsExcellent telephone skills
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS8yMDgwMzI1NzgyP3NvdXJjZT1ndW10cmVl&jid=1109444&xid=2080325782
18h
1
SavedSave
Purpose of role:
The overall responsibility is to drive growth and strategic renewal in IT by transforming an organization’s traditional analog business into digital ones. The incumbent will put a special focus on creating new value through the smart use of digital tools, platforms, technologies, services, and processes.He/She will serve as an an established digital leader and will have the skills to influence at every level, imparting digital knowledge and skills in a constructive, empowering, and collaborative way. The incumbent will work closely with our COO and other Exco members, to ensure driving force behind their organizations digital transformation.
Responsibilities:
Drive digital innovation and serve as a cross-functional change agent.Set and implement digital strategy by working with cross-functional partners to map and transition traditional processes to digital onesBe a digital evangelist, championing the use of digital technology and practices to engender a digital mindset from the top downEnsure collaboration, knowledge sharing, and digital best practices between partners and colleagues to help embed a robust digital ecosystemMeasure ROI on digital projects, fine-tuning approaches as needed to ensure were investing in the right tools and resourcesDevelop a clearly defined and compelling digital strategy for the company’s futureEnsure that all relevant digital initiatives are fully integrated into the strategic-planning process for leadership commitment, resource allocation and executionWork with teams across the business to generate innovative digital solutions for products, services, processes, customer experiences, marketing channels, and business modelsOwn and centrally monitor the digital innovation project portfolioBuild, manage and continue to grow an internal digital innovation ecosystemIdentifying new tools – AI, digital, CRM – that can support, enhance and improve our solutionsWork closely with HR to attract and retain top talent, and to build digital capabilities across the company.
REPORTING
Monthly feedback to EXCO to IT deliverable and alignment
INNOVATIVE & TEAM PLAYER
Be able to work independently with minimal supervisionBuild and maintain supportive relationships both internally and externally stakeholders
RELATIONSHIP MANAGEMENT
Work with various stakeholders across the organisation to understand data requirements and apply technical knowledge of data management to solve key business problems.Build and maintain positive relationships with all clients and service providers.Be able to explain technical concepts to non-technical business leaders.
TIME MANAGE...
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS8zOTAwNzgyNDg2P3NvdXJjZT1ndW10cmVl&jid=1730930&xid=3900782486
18h
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
18h
1
A top Bank Is seeking, an Early-Stage Collections Agent to join them on a 3-month contract.
Duties
Will be responsible for Contacting debtors, negotiating to establish payment plans or settlements that are feasible, verify the accuracy of debt information and resolve discrepancies, maintain detailed records of all interactions and agreements with debtors and provide reports on the status of collections efforts to their superiors or clients.
Requirements
Must have Matric or equivalent.Must have at least 2 years experience in collectionsCustomer service Experience will be advantageous.Must have Strong negotiation and interpersonal skills.Must have verbal and written communication skills.Must be able to deal with irrit or challenging clients.Must have knowledge of debt collection laws and regulations.Proficiency in using computer software and database systems for tracking and documenting collection efforts.Must be target driven.Must be able to meet strict deadlines.
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS8xNjY0NjE2Njk/c291cmNlPWd1bXRyZWU=&jid=1719537&xid=166461669
19h
1
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We are seeking an energetic, well-spoken Call Centre Agent with Customer Service experience to join our client on Ad Hoc Basis.
Requirements
Must have Matriculated.Must have at least 4 years experience working in a Call Centre or done Customer Service.Must be able upsell.Must be computer literate.Must stay Close to Sandton.Must be Well-Spoken.
Skills
Communication
Computer literate
Typing
Data Capturing
Attention to detail.
Highly adaptable
Negotiation skills
Problem Solving
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS8zNjI0MDU5MDc/c291cmNlPWd1bXRyZWU=&jid=1745512&xid=362405907
19h
1
SavedSave
One of our TOP banking clients is in urgent need of Legal / Recoveries Agent, to join them in Sandton on a 3-month contract.
MUST be: ITC (Credit clear) - cannot be listed for debt review, judgements, debt written off, accounts handed over, CLEAR criminal record, no fraud listings
Must be willing to work on alternate Public holidays and Saturdays
Must be willing to work rotational shift, latest shift being 7 pm
Must have reliable transport and stay within close range of Sandton
No less than 4 years LATE STAGE collections experience on CREDIT CARDS, collecting for the TOP Banks credit cards (FNB, Standard Bank, ABSA, Nedbank)
MUST have great telephone etiquette and great customer service skills
Looking for energetic staff
Should be great at problem solving
Must be available immediately to start
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS8zNzE2ODQ3Mzk4P3NvdXJjZT1ndW10cmVl&jid=1696239&xid=3716847398
19h
1
One of our TOP banking clients is in urgent need of Legal / Recoveries Agent, to join them in Sandton on a 3-month contract.
MUST be: ITC (Credit clear) - cannot be listed for debt review, judgements, debt written off, accounts handed over, CLEAR criminal record, no fraud listings
Must be willing to work on alternate Public holidays and Saturdays
Must be willing to work rotational shift, latest shift being 7 pm
Must have reliable transport and stay within close range of Sandton
No less than 4 years LATE STAGE collections experience on CREDIT CARDS, collecting for the TOP Banks credit cards (FNB, Standard Bank, ABSA, Nedbank)
MUST have great telephone etiquette and great customer service skills
Looking for energetic staff
Should be great at problem solving
Must be available immediately to start
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS81NDI5OTE2NjA/c291cmNlPWd1bXRyZWU=&jid=1696240&xid=542991660
19h
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
19h
1
Scope of position
Customer Service Team Lead acts as the contact point for all team members hence excellent communication skills is required. You need to act proactively to ensure smooth team operations and effective collaboration. You will be responsible for supervising, managing and motivating team members on a daily basis by optimizing group dynamics and team composition. Ultimately, you should lead by setting a good example and engage the team to achieve the necessary KPIs.
Key responsibilities
To motivate, develop and mentor team members in a dynamically changing environmentDrive process performance to achieve and exceed SLA deliverablesLead and deliver complex client engagements that help identify, design and implement creative business solutions for the companyProvide excellent customer service and determine the needs of the client.Implement and oversee the quality of deliverables and manage team relationships effectively to ensure exceptional performanceManage Shrinkage, Productivity and control attritionManage dips in performance with adequate reinforcement plans proactivelyPeople management and associated responsibilities like performance and development managementAbility to communicate well and Manage relationships with internal and external contactsManage & delegate daily volumes within team and coordinate activities to ensure daily BAU delivery is in line to customer KPIsUnderstanding of processes run by team and ability to bring in improvements and efficiencies within operationsCreate a mode of operations to be adhered to by team members in order to maintain good routine and orderlinessConduct Team Huddles to discuss process updates, feedbacks and key focus points for the dayAnswer and manage client queries/complaints across LOBs, rectify issues and liaise with appropriate departments to handle complex issues in a bid to provide more effective solutionsAble to mentor team in process & quality parametersPerform Root Cause Analysis to identify key AFIs and create action plans / goals to improveProvide Direct Customer Support, answer live chats or/and social media from customers to provide quick resolution of issues and questions or may provide assistance to a team member.Create, Publish and Maintain operations related reports on timely mannerDiscover training needs and support in training to provide the necessary coaching on groundCollaborate with the different support groups – Recruitment, Training, Quality, HR, Workforce – to improve agent profiling and performanceAny additional ad hoc tasks that may contribute to a better service to the client or improvement to the KPIAdh...
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS8xMjI0ODI0ODAyP3NvdXJjZT1ndW10cmVl&jid=370510&xid=1224824802
19h
1
JOB PURPOSE
Responsible for the day to day operational management of our Inbound Sales & Service Contact Centre. Managing and coaching multi-skilled Contact Centre teams via the Sales & Service Team Managers, collaborating with key stakeholders across the business to deliver exceptional customer service across key customer touch-points, in line with our client’s sales and service strategy and risk appetite.
The role holder will have the responsibility of managing a centre of excellence, delivering industry leading customer service and exceptional colleague engagement.
ACCOUNTABILTIES & DELIVERABLES
Deliver annual Contact Centre and Customer Experience objectives ensuring it is aligned to our client’s strategy and risk appetiteManage and support the delivery of the Contact Centre’s operational service strategyLead, develop and motivate Team Managers to encourage agents to deliver a best in class service across all stages of the customer journeyProvide strong, visible leadership to help deliver a positive, open culture where high quality colleagues can deliver to their full potentialEffectively manage and develop the performance, talent and future capability of all direct reports and wider teamAccountable for delivering Contact Centre processes in line with Conduct/ Regulatory risk standards and within Operations risk appetiteOperate within the Customer Service Risk and Control framework, effectively monitoring key risks, escalated issues and identifying common trendsDrive fair outcomes for the customer, embedding these principles in all Contact Centre processes and policy. Prompt action taken to mitigate issues identified through outcome testing measuresWork with the Business to deliver new products, changes or initiatives impacting Customer ServiceEnsure the Contact Centre has appropriate levels of multi-skilled resource at all times, coordinating staff recruitment and trainingDesigning and delivering reward and incentive schemes aligned to fair customer outcomesOwnership of first line operational risks and controlsDevelop strong working relationships with key internal and external stakeholders, to achieve business objectives
PERSON SPECIFICIATION
Proven leader and relationship manager across teams and in a matrix management organisationDetailed understanding and experience of Contact Centre ManagementStrong relationship & stakeholder management skills at a Senior Manager and Executive levelProject management skills in complex multi-functional projectsStrong influencing, negotiating & networking skillsExcellent management and interpersonal skillsAbility to think strategically but translate this into deliverable plans which ...
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS85NjY5MDM1MDM/c291cmNlPWd1bXRyZWU=&jid=1163880&xid=966903503
19h
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