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Responsibilities and DeliverablesMain Deliverables• Manage the Team members daily and ensure weekly level 10 and daily stand-up meetings are held.• Work closely with the technical lead to ensure projects are on track i.e., developed, tested, and deployed to production as agreed with Vodacom.• Maintain a high level of communication between the Adapt IT team and the Customer BA’s, the relevant Business unit Project Managers, Scrum master, Release manager as well as the Engineering Team (TSS).• Manage and prioritize all incoming projects and CR’s together with the Customer Fusion project team.• Together with the developers ensure that all CR related defects get timeously addressed and development is prioritized.• Work with business owner to design Engineering Fusion services.• Work with customer Business Analysts (BA) to design & communicate requirements.• Protect the interests of Adapt IT and the Fusion squad.• Provide general Fusion leadership oversight.• Review documentation quality.• Oversee output in terms of design and delivery quality.• Align design with Vodacom backend systems.• Align and assess impact of new designs on existing functionality.
Skills, Abilities and Experience Required• Xpath/Xquery Knowledge.• Oracle OSB Knowledge.• Weblogic experience advantageous.• Solid Project Management Understanding.• Previous experience with API’s, API interface design and working with WebServices and testing tools .eg. Soapui/Postman / OpenApi.• Telecommunications knowledge advantageous. especially integrations with Charging/Billing systems.• Previous technical experience working on (Oracle) middleware and integrations advantageous.• Knowledge with Agile methodologies and Software Development Life Cycle (SDLC).• Able to identify areas of risk/concern in area of responsibility.• Strong Team Leadership Skills.• Good Communication Skills• Possess Analytical and problem-solving skills.• A tertiary Engineering or Computer Science degree.• Drive for continuous Improvement and innovation across architecture, engineering, and quality.• Ensure together with the project administrator that all required documents are uploaded onto the JIRA case. This must be done for each CR and must include the following documents, MOP, URS, and any other project specific documentation.• Ensure that project administrator is tracking all time logged and that timesheets are up to date for all staff.• Ensure that monthly report is completed by project administrator and is sent to Vodacom Fusion management team.• Complete KPI’s and IDP’s for all Adapt IT team members.In addition to the above assist the Fusion Support Team as follows:• Monitor and ensure that all support calls are attended to and that all tickets are resolved within the SLA.• Ensure sta...
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly93d3cuZGl0dG8uam9icy9qb2IvZ3VtdHJlZS8yOTM4Nzk2ODI2P3NvdXJjZT1ndW10cmVl&jid=1289251&xid=2938796826
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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
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The Role: Contact center Sales Agent 3 month contract Position Hours 8:00 - 18:00 Mondays to Saturdays Main Purpose of Position: The successful applicant will be responsible for meeting and exceeding monthly sales targets through inbound and outbound telephonic selling and will be required to actively sell insurance products specifically for Vodacom within a pressurized environment. Main Responsibilities (including but not limited to): Conduct outbound calls and selling insurance productsWill have to be proven closers with ability to convince clientâ??s to accept productAbility to accurately assess customer needs and potential, identify and deal with objections that may ariseBe comfortable with the sales process and show the ability to meet targetsAbility to sell high volumes of policies whilst insuring call of high qualityAbility to handle complaints as well as conflict telephonicallyAttention to detailSkills and Experience: Minimum Requirements: MS Office literateExcellent communication both verbal and writtenComputer literacy in both MS Word Excel Cooperative and empathetic to colleagues and customersRE5 would be an advantageRequired Knowledge and Experience: Grade 12 /MatricCredit Criminal Clear2-3 years outbound sales experience
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA4XzUyMTA2X180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1190523&xid=1108_52106
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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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: Are you passionate about customer service?Are you solutions driven? Are you a good listener?Are you a problem solver?Do you have excellent communication skills? If you answered yes to all the above, we want to hear from you! iSON Xperiences  is looking for customer driven individuals to join our team of successful contact center agents. Our agents support customers both locally and internationally for our clients in the Telecommunications.( Altron People Solutionsâ?? Business Process Outsourcing (BPO) and Customer Experience Technology (CXTech) business has been acquired by iSON Xperiences, a global organisation with headquarters in Dubai which is looking to expand their African footprint.)   If you are successful after moving through our selection process (Interviews; Assessments etc.) iSONXperiences will give you the opportunity to join our world class team. Where you will have access to the following:In depth training and guidance for the respective line of businessContinuous opportunities for training and development (i.e., Leadership development; soft skills; financial)Career growth opportunities within the contact centerRewards and recognition (Awards) for meeting performance criteria setOpportunity to join an employer centric organizationOpportunity to join a global award-winning organization: To be considered for opportunities within iSON xperiences you will need to meet the following criteria: Minimum Grade 12/MatricDiploma/Degree highly advantageousA drive to provide excellent Customer Service/Customer FocusedExcellent communication skillsExcellent ListenerProblem SolverTech SavvyA willingness to learn and grow
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA4XzQ2NzU1X180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1157762&xid=1108_46755
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The Role: OVERALL PURPOSE OF JOB: The position of the Team Leader is to lead an inbound/outbound team within the Operations environment to ensure that all targets are met accordingly, to maintain quality of the service from the agents and to ensure that it gets delivered in conjunction with Bytes People Solutions customer goals and objectives. The Team Leaders are also expected to work within all teams of the Contact Centre to ensure that the BPS Customer Experience is delivered all the time every time. A strong focus upon the delivery and achievement of staff satisfaction and customer satisfaction targets are essential.Main Responsibilities will include but will not be limited to: Leading and managing a team of +- 13 agentsCoaching and developing agents through continuous one-on-one sessions i.e. daily, weekly and monthlyTotal performance management, monitoring and driving team targetsAttendance and leave management process and updating matrixManage and motivate agents through different formsQuality management/improvement through call evaluations for each agent weeklyProvide coaching and feedback to agents 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 developmentResolve daily queriesCompile reports and report on progressLiaise daily with Workforce Management team to ensure effective resource planning.Taking correct disciplinary measures where necessaryAssess and identify training needsPromote service deliveryEscalate and manage customer queries as requiredCoach staff on BTG/BPS policies and proceduresCompilation, development and maintenance of descriptive and statistical reporting on a daily, weekly and monthly basisDevelop and gain approval of and execution of all deliverablesDevelop, contribute to and maintain the team and Contact Centreâ??s outputs and KPIâ??sStrong internal and external relationship buildingRepresent the customer to the rest of the business â?? Customer AdvocateExcellent communication both oral and writtenEnsure escalations processes are maintained and implementation of new processes with team buy inBe proactive with own development using available learning resources on a daily basis. Skills and Experience: KNOWLEDGE AND SKILLS: Proficiency in MS OfficeGood interpersonal conflict resolution skillsGood team leadership and people management skillsEDUCATION, QUALIFICATIONS, EXPERIENCE NECESSARY : Grade 12 / MatricPrevious Team leader experience within a Contact Centre environment / experience in a Technical Support environment will be advantageousGood performance management experience
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA4XzYzODgwX180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1225390&xid=1108_63880
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The Role: An innovative and fast growing client within the Telecoms space is looking for a Testing Engineer to join the team in Johannesburg North.Permanent - 6 months probationSkills and Experience: Minimum Requirements: Bachelors Degree in Computer Science / Telecommunications related majorsMinimum 3 - 5 years experience in mobile communication module or operator testing  Good interpersonal and communication skills (written verbal)Good planning and time management skillProactive and takes ownership of assigned jobsKey Accountabilities: Follow up on pre-test progress and questionsFollow up the operators test progress and TA, verify the severity of the operators feedback problem/test procedure/LOG, etc., and try to reproduce it locally to verify whether the problem exists in other shortlisted projects.Submit bugs in a timely and accurate manner and give feedback to RD, assist development in locating problems/communicate with operatorsCommunicate with the operators testing technology team and collect operator requirements in a timely mannerICASA certification submission and progress follow-upCooperate with Vodacom account manager to submit DMP information for operationFollow up on other project tasks
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA4XzUwMTQ2X180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1181005&xid=1108_50146
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The Role: Outbound Sales Agent Based in Randburg Basic and Commission Main purpose of the job: The successful applicant will be responsible for meeting and exceeding monthly sales targets through inbound and outbound telephonic selling and will be required to actively sell Funeral Cover within a pressurised environment. Key responsibilities: Conduct outbound calls and selling warranty productsWill have to be proven closers with ability to convince clientâ??s to accept productAbility to accurately assess customer needs and potential, identify and deal with objections that may ariseBe comfortable with the sales process and show the ability to meet targetsAbility to sell high volumes of policies whilst insuring call of high qualityAbility to handle complaints as well as conflict telephonicallyAttention to detailSkills and Experience: Minimum Requirements: MS Office literateExcellent communication both verbal and writtenComputer literacy in both MS Word Excel Cooperative and empathetic to colleagues and customersRE5 would be an advantageRequired Knowledge and Experience: Grade 12 /MatricCredit Criminal ClearExperience in Funeral Cover to a large retail client base Must be within the 2-year period after being registered or have RE
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA5XzgyMzQzX180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1211095&xid=1109_82343
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Software Solutions Sales Manager position has become available within the telecommunications industry.
*Compulsory Responsibilities:*
1.Present new products and solutions to customers
2.Guide and align Software strategies
3.The target is to achieve the corresponding sales target, including but not limited to supporting the legacy service operation (RBT/Games), new bidding projects and supporting normal business expansion projects
4.Have a basic understanding of basic telecom knowledge and NEs such as the Charging system, BSS, OSS, Core network, Wireless network
5.Have general knowledge of telecom service, such as Voice service, data service and VAS (Value Added Service) service
6.Familiar with VAS service scenarios and process especially the RBT service, Message system and also Game service
7.Familiar with FinTech Services, such as mobile money, payment ecosystem, bank-Tech, etc.
*Required Education / Qualifications:*
* Bachelor degree
* Familiar with charging system, knows the technical innovation trend of Charging system and also the needs from Telecom operator
* Be proficient in PPT, Excel, and Word, and output corresponding solution materials
* Good communication and customer engagement skills
* Prior work experience in Telecom Company like MTN, Vodacom will be advantageous
* Good at MS office, especially Excel and PowerPoint
* Good at communicating, cooperating and learning, maintaining technical skills and knowledge, keeping up to date with market trends and competitive insights
* Have good sense of target and strong responsibility
* Experience: 5-10 years of success in consultative/complex technical sales and deployment projects, architecture, design, implementation, and/or support of highly distributed applications required
*Required Education / Qualifications:*
* Bachelor degree
* Familiar with charging system, knows the technical innovation trend of Charging system and also the needs from Telecom operator
* Be proficient in PPT, Excel, and Word, and output corresponding solution materials
* Good communication and customer engagement skills
* Prior work experience in Telecom Company like MTN, Vodacom will be advantageous
* Good at MS office, especially Excel and PowerPoint
* Good at communicating, cooperating and learning, maintaining technical skills and knowledge, keeping up to date with market trends and competitive insights
* Have good sense of target and strong responsibility
* Experience: 5-10 years of success in consultative/complex technical sales and deployment projects, architecture, design, implementation, and/or support of highly distributed applications required
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xNTU1XzI5Nl9fNDk3P3V0bV9zb3VyY2U9Z3VtdHJlZSZ1dG1fbWVkaXVtPWZlZWQma2V5d29yZD0=&jid=1133305&xid=1555_296
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: Are you passionate about customer service?Are you solutions driven? Are you a good listener?Are you a problem solver?Do you have excellent communication skills? If you answered yes to all the above, we want to hear from you! iSON Xperiences  is looking for customer driven individuals to join our team of successful contact center agents. Our agents support customers both locally and internationally for our clients in the Telecommunications.( Altron People Solutionsâ?? Business Process Outsourcing (BPO) and Customer Experience Technology (CXTech) business has been acquired by iSON Xperiences, a global organisation with headquarters in Dubai which is looking to expand their African footprint.)   If you are successful after moving through our selection process (Interviews; Assessments etc.) iSONXperiences will give you the opportunity to join our world class team. Where you will have access to the following:In depth training and guidance for the respective line of businessContinuous opportunities for training and development (i.e., Leadership development; soft skills; financial)Career growth opportunities within the contact centerRewards and recognition (Awards) for meeting performance criteria setOpportunity to join an employer centric organizationOpportunity to join a global award-winning organization: To be considered for opportunities within iSON xperiences you will need to meet the following criteria: Minimum Grade 12/MatricDiploma/Degree highly advantageousA drive to provide excellent Customer Service/Customer FocusedExcellent communication skillsExcellent ListenerProblem SolverTech SavvyA willingness to learn and grow
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA4XzQ3NTE3X180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1164214&xid=1108_47517
2y
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The Role: Inbound Aftersales Agent Based in Randburg Permanent position Basic salary shifts - Monday to Sunday 8 to 6 MAIN PURPOSE The First Line function will ensure that all activities related to the resolution of all Telelsales queries are resolved at first point of escalation and agreed SLAs are adhered to:To ensure maximum service delivery to customers To reduce re-work due to process failuresTo improve customer experience through FCR and improving NPSTo identify process gaps and provide BI with solid base to ensure improvementKey Accountabilities Service Level Agreements (SLAs) - Ensure delivery within SLA, i.e. Online, Saves/ Upgrades and Vodacom Direct, VEA (Vodacom Employee Advantage),Escalations- Handling of escalations including daily queries, process and systems failures related to deliveries,To ensure non-compliance to SLAs is addressed with the relevant stakeholders,Account queries - Management of all Sales related queries (including problem parcels, returns and credit note initiation),Business Improvement Trend identification within Vodacom Direct and Trade Partner queries to improve operations by looping back into Vodacom Telesales support teamRepeat Call Management (end to end process management including LTR), Job Specific Requirements / Knowledge Requirements Target DrivenTeam PlayerGoal orientatedSelf-motivatedAbility to perform under pressureAdapt to changePersuasivenessResilience/TenacitySound Time ManagementSelf-managedAttention to detailAbility to learn quickly and apply knowledgeSpeak English fluentlySystem Specification MS OfficeSkills and Experience: Minimum 1-year telecommunication experienceExcellent Communication written skills in EnglishA 2nd language is a requirement.Serious and passionate about customer service and working in a customer service industryCustomer service experienceGrade 12
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA4XzU3MTM4X180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1209649&xid=1108_57138
2y
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The Role: The purpose of this role is to train new hires and existing hires on the required curriculum as specified by the client. In addition to client specified training the role will be responsible for identifying training gaps and developing training to close these gaps. The Training Specialist manages the activities involved in the preparation, delivery and assessment of training and development programs for iSON Clients. The training specialist is responsible for training in a job specific area along with focusing in teaching specific areas of knowledge or on the job capabilities needed for certain positionsFacilitate product and system training as per the client requirementsIdentify and assess training needs within the client campaigns to identify gaps and relevant soft skills training     Provides input to the training strategy and the development of specific training development plansHelps employees improve upon/enhance existing skills (upskilling)Design solutions incorporating a variety of learning productsCreate a supportive and conducive adult learning environmentCreate product or systems assessments to determine candidateâ??s understanding of the training receivedChoosing appropriate training methods as required (i.e. virtual, simulated, mentoring, on the job training, professional development classes, etc.)Provide coaching to employees where gaps or non-performance is identifiedCampaign training reporting on a weekly basisCompile a handover assessment report from training into operations for each candidatePerform other duties as assignedEncouraging respect for ideas voiced during facilitationSteering conversations about the learning material during facilitationExtracting varied insights from participants during facilitationAdministering and reviewing progress on assessmentsSkills and Experience: Vodacom prepaid (1- 2 years experience)Minimum matric or related NQF qualification essentialPrevious Coaching experience is essentialPrevious training is experience is highly advantageousODETDP/ABET/Education qualification is nice to haveCoaching certificate preferred            Knowledge of Vodacom SystemsPrepaid experience non-negotiableProficiency in MS Office ApplicationsBe a self-starter with a passion for talent developmentExhibit commitment and a high level of flexibilityAbility to train and coach within a high paces sales and customer service call centre environmentCompetencies:Perseverance and self-drivenExcellent interpersonal skillsExcellent facilitation skillsExcellent computer skillsReport writing skills with sound attention to detailAble to work under pressure and deadline drivenStrong customer relationship experienceExcellent interpersonal conflict resolution skillsÂ
https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA4XzQ4ODczX180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1174579&xid=1108_48873
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