Vacancy: Call Centre Agent X3 (Technical - Midrand)

Call Centre Agent X3 (Technical - Midrand)
Midrand

Applications in the form of an updated CV to be addressed to Talia Marr Via e-mail on [email protected] 
Closing Date: 04 May 2022 @ 17h00

Call Centre Agent X3 (Technical - Midrand) Role Description

Reporting to the Technical Manager, the successful candidates will be based in Midrand and will be responsible for the following: 

Key Responsibilities

 

  • Answer incoming calls and respond to customer’s emails
  • Supply first-Line and hardware support
  • Manage and resolve customer complaints.
  • Logging and closing calls on call desk system
  • Continuously update calls logged on call desk system during call life cycle
  • Continuously update calls logged with the customer during call life cycle
  • Identify and escalate issues to supervisors
  • Provide product and service information to customers
  • Identify, and resolve customer complaints
  • Manage large amounts of inbound and outbound calls in a timely manner
  • Recognize, document, and alert the management team of trends in customer calls
  • Complete call logs and applicable reports
  • Other duties as assigned

Talia Marr
Recruitment Specialist

+27 (11) 265 3277

Requirements

 

  • Matric with mathematics is essential and relevant Call Centre certification
  • Vaccination Certificate Required
  • A minimum of one to three (1-3) years’ experience in a Call Centre environment
  • Proficient in relevant computer applications
  • Previous experience in a customer support role
  • Knowledge of customer service practices and principles
  • Excellent data entry and typing skills
  • Strong phone and verbal communication skills along with active listening
  • Customer focus and adaptability to different personality types
  • Own transport and valid driver’s license
  • Good time management and well organized i.e., deadline driven, able to plan and prioritize a high workload
  • Above average computer literacy in MS Word, Excel, Outlook and PowerPoint
  • Service quality orientated
  • Customer focused
  • Copes effortlessly within a high stress and pressurized environment
  • Excellent communication, writing and people skills
  • Willing to go the extra mile and succeed
  • Technology driven
  • Basic calculations (ability to work with numbers)
  • Self-actualization (capacity to assert oneself)
  • Motivation (ability to motivate others)
  • Negotiation (in a spirit of co-operation with the aim of an amicable outcome)
  • Tact (courteous, diplomatic, respectful manner)
  • Excellence orientation (set and achieve high standards & ongoing improvement)
  • Feedback (provide positive, helpful & productive feedback)
  • Liaison (establish effective personal contact / channel for communication between parties)
  • Written communication (convey information through written instruction)
  • Decisiveness (ability to make decisions, render judgment, take action & apply corrective measures)
  • Evaluating (ask questions, analyze, give attention to and attend to detail)

Personal Attributes

 

  • Mature and outgoing individual
  • Well-groomed and highly presentable
  • Well organized individual
  • High attention to detail
  • Positive individual
  • High level of energy
  • Self-driven and willing to go the extra mile
  • A high level of perseverance
  • Be patient, tolerant and diplomatic
  • Ability to work as part of a team
  • Analytical thinker
  • Problem Solver

All applications in the form of a detailed CV must be forwarded to:

Talia Marr
+27 (11) 265 3277
[email protected]

By sending your CV to apply for the position, you give your consent for the information to be processed and you also acknowledge and understand the purpose for which your personal information is required and will be used for. 

The Company is under no obligation to fill this position and should you not have had any feedback within 2 weeks after the closing date, you may consider your application unsuccessful.