Introduction
We have a vacancy for a Call Centre Agent based in Midrand.
The Call Centre Agent is responsible for responding to customer queries and managing customer complaints. The job incumbent is responsible for trouble-shooting more complex service problems and providing general information to customers, suppliers, service providers and team members. The incumbent is also responsible for upholding the professional image of Citiq Prepaid through their voice and line interactions with customers.
Duties & Responsibilities
Customer Queries
- Receive call from customer experiencing a problem
- Engage with customer regarding issue being experienced
- Engage in first-line trouble-shooting telephonically
- If there is an issue with tokens, provide the customer with assistance telephonically to resolve the issue
- Resolve the issue experienced by the customer (not token-related) according to the internal SOP
- Log all information on steps taken and how the issue was resolved on Vend
Registrations
- Receive call from customer trying to register meter and engage accordingly
- Register the meter on the system
- Log all information and steps taken on the customer’s profile
Meter Trouble Shooting
- Receive call from customer regarding issues being experienced and engage accordingly
- Engage in first-line trouble-shooting telephonically regarding meter registrations
- Resolve the issue experienced by the customer according to the internal SOP
- Log all information and steps taken to resolve the issue on Vend
Internal Liaison
- Liaise with IT or development team regarding the escalation of customer queries
- Engage in joint problem-solving of customer queries
- Engage and participate in quality assurance coaching sessions facilitated by Quality Assurance Agent and Quality Assurance Specialist either individually or in a group (critical coaching sessions scheduled ad hoc or monthly)
- Participate in general workshops once or twice a month depending on the need and availability of facilitators
- Liaise with warehouse staff if a return is needed: assess if B stock is available for the return
- Liaise with Call Centre Supervisor regarding:
- Monthly one-on-one sessions
- Reporting of issues experienced, progress, concerns etc.
- Citiq Installation Contractors
- Re-submission of payments (Finance)
Self-Management and Development
- Active personal investigation and research related to strategic priorities
- Develop knowledge and skills as required by position and industry
- Develop personal goals and action plan
- Reading and self-study programmes
- Self-evaluation
- Attend professional and industry-related events and relevant training programmes
- Planning of personal time (day, week, month, etc.)
Desired Experience & Qualification
- Matric qualification
- Call centre certification will be advantageous.
- 1-2 years of experience in a call centre (Inbound and Outbound).
- Support role will be advantageous.
- RE5 will be advantageous.
Skills
- Excellent communication and interpersonal skills (verbal, written and listening)
- Computer literate with technical skills
- Be able to work with people from different backgrounds
- Typing and data capturing skills
- Attention to detail
- Multi-tasking ability
- Good planning and organisational skills
- Time-management skills and ability to prioritise
- Ability to work within a team as well as independently
- Ability to work in a high-pressure environment
- Problem-solving skills
Package & Remuneration
Market related
Disclaimer
- Please note that ONLY applications VIA PNET will be considered
- If you haven’t heard from us within 2 weeks of applying, please consider your application unsuccessful
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