Responsibilities

• Respond to the needs of customers and take responsibility for ensuring follow up action.
• Provide efficient quality service.
• Be prompt to customer enquiries / queries
• Log all customer interactions accurately
• Continuous improvement; to continually improve to make constant gains in serving and efficiency.
• Be punctual and adhere to the code of conduct

Attending all interactions in less than 20 seconds following the telephone mannerism standards agreed.

• Reject no interactions
• Resolve 100% of interactions received (or as expected from the overall call centre).
• Consistently meet and exceed customer expectations. Achieve at least 90% customer satisfaction.
• Contribute to achieving at least 90% service level
• Deliver the promised service consistently, accurately and dependably
• Be ready to serve Customers at all times. Meaning that agents are expected to be logged on whenever on duty.
• Show regard for Mpotsa customers in manners, speech, behaviour and attitude. Always greeting and being enthusiastic about serving customers.
• Provide caring, individualised and attentive service.
• Consistently demonstrate Mpotsa and industry product and service knowledge and ability to the customer’s satisfaction.
• Demonstrate an understanding of the customers’ point of view and feelings about a given situation.
• Demonstrate the ability to carry out actions quickly, in a quality-driven manner.
• Act quickly and decisively in effectively resolving problems.
• Demonstrate flexibility and adaptability in approach to work
• Identify and communicate the essence of a problem efficiently and clearly, and provide possible solutions.
• Make effective decisions based on consideration of the facts and alternatives available.
• Communicate technical information in easily understood terms.
• Be Confident and skilled at communicating verbally and in writing.
• Accurately and clearly convey information and ideas, using a style and manner of presentation which meets the needs of the audience.

Requiremets

• Diploma/Degree in any field
• Multilingual applicants have an added advantage
• Must be willing to work in shifts

Closing date: 12/11/2018

CLICK HERE TO APPLY ONLINE