Description:

Call Centre Coordination: To answer calls within an effective time period.

• Coordinating the daily running of the call centre.
• Ensuring that all relevant communications, records and data are updated and recorded.
• Daily, weekly and monthly targets of calls are met.

Query Handling

• Refer escalated calls and emails from customers, e.g. queries, incidents, complaints and requests for information from operators, occurrences, safety or security threats to the Call Centre Overseer. ·
• Provide support in the assurance that all escalated customer queries and complaints are resolved in a timely manner. ·
• Provide support to Call Centre Overseer with the resolution of errors or discrepancies and complex customer problems. ·
• Promote goodwill and a positive image of the company.
• Positive Customer Feedback.
• Acceptable query resolution targets and turnaround times.

Equipment Maintenance:

• Exercise due care of call centre equipment.
• Report damages, loss, and theft of equipment.

Requirements:

• National Diploma or NQF Level 6 equivalent and minimum 2 years in a customer service environment.
• Knowledge of cidb Act and Regulation as well as experience in the call centre will be an added advantage.