Teleservice Agent – P7000.00 per month – Pistachio Solutions

Job Description

Our client in the Poultry industry is looking for an enthusiastic customer focused Teleservice Agent.

Experience: 2 years’ experience working in a blended (inbound & outbound voice and digital channel) Call/ Contact Centre, assisting customers telephonically and via e-mail and/ or WhatsApp. Experience assisting customers face to face in a Retail / Point of Sale (POS) environment.

Skills: Good verbal and written communication skills, a good command of English and Setswana, excellent customer service, excellent telephone etiquette, excellent face to face customer service, attention to detail, problem solving, flexible, teachable, motivated, ability to work without supervision, computer literate – MS Office and ability to work under pressure.

Qualification: Tertiary qualification BGCSE. Diploma or higher an added advantage.

Major Activities

Incumbent is responsible for handling outbound communication for example voice calls, e-mails, SMS, WhatsApp chats from the Contact Centre which includes but is not limited to the following:

1. Supports business as a single point of contact for voice and digital communication, for example inbound calls from the switchboard, direct telephone extensions, cell phone numbers, platforms like WhatsApp, WhatsApp Bots and any other business platform of communication used in the business
2. Manage the Company switchboard by answering the phone and route calls to the correct destinations, take messages via e-mail and maintain expected service levels for all switchboard operations
3. Ensures call and digital contact service levels are adhered to for answered, abandoned, transferred, on-hold calls and available / not available status
4. Generates and completes transactions on the ERP System from incoming calls for ALL Customer Classes. For example but not limited to Formal, Informal and Corporate Customers.
5. Supports campaigns by handling campaign inbound calls to the Contact Centre
6. Renders customer service in line with the company’s Customer Service Standards & Customer Service Policies
7. Actively participates in peer and co-worker feedback, coaching and training sessions to support growth and learning
8. Provides constant feedback to line manager pertaining to customer behaviour, customer concerns and system performance
9. Participates in team and staff meetings

Additional Key Areas:

• Administrative Roles and Responsibilities
• Responsible for assisting in the Retail Shop, Shop POS (Point of Sale) and Shop Dispatch Areas

Remuneration

Duty Station: Greater Gaborone

Basic Salary: P7000.00 – P7500.00

Medical Aid: 50% Medical Aid

Pension: 15% Pension Fund contribution (10% Company 5% Employee)