CONTACT CENTRE AGENT (x13 positions) – Water Utilities Corporation

CONTACT CENTRE AGENT X13 – (HEAD OFFICE)

Closing Date : 08 Mar, 2021

Job Detail:

Position Purpose

This role serves to maximize customer satisfaction by responding, logging, prioritising, and maintaining records of all customer interactions that take place through the Contact Centre using Customer Relationship Management (CRM) and Business Communication Management (BCM)Systems

This role serves customers by implementing Contact Centre strategies and operations.

Key Responsibilities

• Relationship Building
• Contact Centre
• Customer Experience
• Financial Management
• Compliance & Governance and Culture

Outputs and Measures

• Effective SLA Management
• High Performance Contact Centre
• Customer Satisfaction
• Customer Service Standards
• Inbound and outbound calls
• Communication “scripts”
• Contact Centre database
• Qualitative and quantitative targets

Qualifications and Experience

• Diploma in Customer Service/ Communication/Business Management/Marketing/ or related field

• Minimum 6 months experience in Contact Centre, Service Centre or related customer service functions in a fast paced environmnent.

• Valid Driver’s Licence (Class B)

Competencies

• Customer Experience Activation
• Relationship Building
• Contact Centre
• Customer Experience Management

Remuneration

Salary             :  An attractive Salary Package

Commensurate to the market

Leave              :  25 working days per annum

Pension         :  A Contributory Pension

Scheme (16.5% WUC and 4%

Employee)

Other Benefits

• Group Life Assurance (24-hour coverage)
• 75% paid by the Corporation towards Medical Aid
• Non-Guarantee Mortgage Loan Scheme
• Non-Guarantee Auto/Car Loan Scheme
• Non-Guarantee Personal Loan Scheme