Reference Number:CCA/CRM
Position:Call Centre Administrative Officer
Department: Customer Relations Management
Division:CRM
Salary:R156 828 – R203 556 per annum (plus benefits)

Closing Date: 2014/09/10

Minimum Requirements:

• Grade 12 or NQF level 4 equivalent qualification
• Computer literacy and the ability to type 30 words per minute
• Clean criminal record

Preferred Requirements:

• National Certificate in Contact Centre Operations
• At least one year working experience in Call Centre environment

Specific Knowledge, Skills and Abilities:

• Knowledge of call centre telephony and technology
• Knowledge of customer service principles and practices
• Excellent interpersonal, written and verbal communication skills
• Excellent listening skills and the ability to ask probing questions and understand concerns
• Strong work ethic and self-starter, able to effectively manage priorities and adapt to change within a fast-paced business environment
• Must possess a professional and friendly attitude and be able to quickly develop a rapport with customers over the phone
• Ability to work independently
• Must have a desire to help others
• Must be able to withstand long hours in a confined space

Core Responsibilities:

• Obtain customer information by answering telephone calls, interviewing customers and verifying information
• Handle customer queries both telephonically, all channels and by e-mail
• Research required information using available resources
• Manage and resolve customer complaints
• Identify and escalate priority issues
• Route calls to appropriate resource
• Follow up customer calls where necessary
• Document all call information according to standard operating procedures
• Complete call logs
• Produce call reports
• Maintain communication equipment by reporting problems

How to Apply?

Applications or CVs to be submitted to the following Human Resource Office:

52 Woburn Avenue, Bensan Building, Benoni
Private Bag X014, Benoni, 1500
Enquiries:
No faxed and e-mailed applications will be accepted. Please quote reference number on application.