########TRASNETVACANCY######## Customer Services Agent at Transnet Posted by ShumaAfrica on Sunday, February 2, 2014 Under: General jobs Reference :TNPA/NG/Customer Services Agent/Parktown/290114 Job at Transnet National Ports Authority Group Advert Details Recruiter: Transnet National Ports Authority Group Updated on: 2014-02-02 00:00:00 AA/EE: Applicable Contract Permanent Location: Parktown Available: ASAP Category: Freight / Shipping / Transport / Import / Export Offer: Market Related Introduction A large transport & logistics company based in Parktown is looking for an incumbent with experience in being a customer services agent within a freight and logistics environment to fill a permanent position of Customer Services Agent. Minimum Requirements Rendering a professional service to all TNPA customers and back office. Handle inbound calls for the business and ensure a minimum of a 80% First time Resolution ratio. Receives and responds to customers requests by telephone, e-mail, fax, web chats, and analyzes requests, provides information requested or ascertains who best can provide the information, and routes the request to the relevant person/department. Interacting with customers to provide information in response to inquiries about services and to handle and resolve complaints. Maintains liaison with other departments for query resolution within agreed SLA/TAT. Correctly maintain customer data, corrects records, and adjusts errors. Contacts customers to give feedback on resolution of queries/enquiries. Provide excellent customer service by adhering to business rules and processes. Adhere to quality management metrics and standards. Uphold and maintain contact centre operating standards. Facilitate resolution channels contact and queries during the entire new query resolution life cycle. Be available to manage all customer interactions as scheduled within parameters, inclusive of calls, emails and other tasks. Respond to switchboard calls and other calls presented to them and route them accordingly. Ensure that all oral and written communication including email, consistently demonstrates a professional and friendly tone. Focus on adding value when dealing with clients. Job Specification OUTPUTS: • Available to respond to inbound calls e-mails, fax, web-chats and etc. • Email management and resolution within 48 hours. • Maintain minimum of 80/20 Service Level on calls. • Targeted outbound campaigns. • Knowledge management utilisation. • First Call Resolution of 80%. • 80% adherence to schedule. • Demonstrate the drive to deliver customer service excellence in every action and decision for both internal and external customers. • Log all customer interactions, queries and requests in CRM system, assign to relevant resolver group if cannot resolve at first level. • Escalated call identification and follow up. • Liaise with other support teams, or departments as required to resolve requests/issues in a timely manner. • Ensure queries are resolved within agreed SLA/MTTR. • Ensure proper ticket logging, recording, notification, escalation, tracking and follow-up of all queries/requests. • Seeks feedback from customers and display an overriding commitment to customer satisfaction. • Capacity to reason, learn and solve problems in an efficient and sophisticated manner. • Able to understand more conceptually demanding ideas and perform complex work as required. • Operational productivity of 80% and more. • Adherence to Productivity / internal efficiencies. • Meet Benchmark standards. • Adherence to workforce schedule and roster. • 80% adherence to schedule adherence. • Maintain acceptable wait and hold time • Ensure emails are responded with resolution within 48 hours. • Adhering to policies and procedures. • Applying the correct customer contact script. • Use of Correct spelling and grammar when communicating with customers. • Achievement of 80% customer transactional feedback. • Achievement of 80% dipstick assessments. KNOWLEDGE: • Customer service principles • Strong Computer literacy - MS Office • Knowledge of call centre matrix • Knowledge of logistics industry and customer value chain. • Customer service quality assurance • Transnet as added advantage. SKILLS: • Excellent communication skills • Appropriate written communication skills • Telephone etiquette • Customer service skills • Probing, listening and problem solving • Time Management • Service focused • Team player • Accuracy MINIMUM REQUIREMENTS: • Matric; • Relevant tertiary qualification/s; ND in Marketing; • Has developed competencies through experience; • 2 - 3 years call centre experience in freight and/or logistics industry. * NOTE: If you have not been contacted within 1 month of the closing date of this advertisement, please accept that your application was unsuccessful. Please apply by registering and uploading your application on the PNET website. As per the Transnet Employment Equity Plans, preference will be reserved for candidates from designated groups. We urge all our employees, clients, members of the public and our suppliers to report any kind of fraud or corruption at Transnet. Call the hotline toll free number: 0800 003 056 CLOSING DATE: 05 February 2014 To Apply Online click here before the date above
Posted on: Mon, 03 Feb 2014 11:32:12 +0000
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