Job title : Assistant Manager: Client Contact Centre – JHB
Job Location : Gauteng, Johannesburg
Deadline : August 01, 2024
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Description
- To assist with the management and support of the Team leaders, Social Media Consultants and Agents, which includes monitoring and correcting both quality and quantity of work;
- Ensure that teams are trained and equipped to deliver high levels of service;
- Work with team leaders on quality control;
- Assist with Roster and Schedule Planning;
- Reporting on performance and KPIs;
- Reports: to assist with the compilation of basic Call Centre reports;
- Ensure that Contact Centre teams are well trained and deliver the best level of service;
- Ensure that service level agreement turnaround times are met;
- Ensure that work is of an optimum quality;
- To feedback to Manager: Customer Care Centre on any recurrent issues that passengers appear to be facing so that these issues may be addressed and corrected at the root cause;
- To Manage individual customer relations cases, particularly those escalated out of the Contact Centre environment and to resolve these, quickly, fairly and efficiently;
- To manage the Refund Request Procedure, by checking the validity of the request, the supporting documentation (where necessary), the Financial aspect, before sign off;
- To relieve the Manager: Customer Care Centre when needed;
- Weekly Reports;
- Customer Relations cases to be resolved with 24 hours, notwithstanding extenuating circumstances, in which case daily updates to customer are required;
- High pressure environment requiring “always on” performance of team;
- Needs to closely supervise the Contact Centre and keep an eye on out stations;
- Will be in daily contact with Manager: Customer Care.
Requirements
- Grade 12 or equivalent;
- Preferable bachelor’s degree / business diploma;
- Internal training on policies, Zendesk, Phone systems, Radix system and PayU (if required);
- 3 years in leadership position;
- Call centre experience;
- Proficient in the use of Microsoft Office (Word, Excel and Outlook).
Personal Attributes:
- Strong leadership ability;
- Positive attitude and ability to be firm and fair, but also motivating to team;
- Must have strategic oversight of business and be able to contribute meaningfully to the strategic direction of the airline;
- Strong reporting skills; – Immaculate time keeping.
How to Apply for this Offer
Interested and Qualified candidates should Click here to Apply Now
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