Reference Number: CCA250 Position: Call Centre Agent (250 positions) Department: Disaster and Emergency Management Division: Disaster Management and Communications Salary: R 146 856 - R 190 608 per annum (plus benefits) 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 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 Applications or CVs to be submitted to the following Human Resource Office: • 52 Woburn Avenue, Bensan Building, Benoni • Private Bag X014, Benoni, 1500 • Enquiries: 011 999 6358 No faxed and e-mailed applications will be accepted. Please quote reference number on application. Candidates may be requested to submit proof of the NQF level applicable to the qualifications they have obtained. Should candidates not be informed of the outcome of the application within six weeks of the closing date, it should be regarded as having been unsuccessful. The Ekurhuleni Metropolitan Municipality subscribes to the principles of the Employment Equity Act. Closing date: 2013/09/26
Posted on: Fri, 13 Sep 2013 08:56:08 +0000
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