Are you currently unemployed, between the ages of 18 – 35 years and want to be part of the Tenacity team?
Grab this opportunity where you will be given the chance to study and work AT THE SAME TIME! We are offering a 12 month Learnership programme where successful applicants will attend classroom-based training combined with practical on-the-job work experience in our Customer Services team to obtain a nationally recognised qualification in Contact Centre Operations.
In addition to a qualification combined with relevant work experience, the successful applicant will also gain business, personal and technical call centre skills which they can use across the business and throughout their career journey.
Preference will be given to Employment Equity & Disabled candidates in line with the Tenacity’s transformation targets.
Call Centre Learners will be required to:
- Attend the required training interventions and successfully complete the competency assessments.
- Meet all the requirements for the successful completion of the Call Centre Operations certificate
- Submit a Portfolio of Evidence
- Be an active and contributing member of the Customer Services team, by servicing our customers
Key responsibilities of the role:
Query Handling
- Handle a range of customer queries and/or complaints via inbound or outbound communication channels
- Interpret and resolve queries by providing accurate account, product and / or service related information aligned to the Standard Operating Procedures (SOPs)
- Escalate relevant queries to stakeholders to ensure resolution
- Capture the correct dispositions based on the nature of the query and / or complaint
- Provide a professional customer experience and satisfaction at all times
- Action administrative requirements related to customer account management accurately
Service Level
- Resolve queries in line with departmental standards, Service Levels and Standard Operating Procedures (SOPs)
- Promptly escalate potential crisis situations to Management
- Action all queries in an efficient, professional and timeous manner that will ensure a positive customer experience
Quality Assurance
- Ensure outputs are aligned to departmental Quality Assurance standards and targets
- Adhere to Standard Operating Procedure and departmental templates where relevant
Skills, Abilities and Job Related Knowledge:
- Customer service orientated
- Strong verbal & written communication skills
- High problem solving skills and ability to work under pressure
- Ability to show empathy and handle customers sensitively
- Ability to be flexible and display strong adaptability skills
- Strong interpersonal skills and experience
- Time & self-management skills with the ability to multi-task, organise and prioritise
- Knowledge of contact centre and customer support functions / services
- Experience/knowledge of retail account assistance services advantageous
Closing date: Not Specified
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