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  • Principal Business Unit Head (WC)

    Employing company recruiting partner Merchants Recruitment.

    1 day ago

    Western Cape , Western Cape

    Principal Business Unit Head

    Are you ready to take the next step in your career?

    The purpose of this role is to take full responsibility for maintaining and managing the long-term strategic relationship with the client and to manage the business unit/s to ensure profitability and achievement of contractual service levels

    What would make you a good fit for this role?

    Must be willing and able to work in a shifted environment

    Requirements:

    Call Centre Application and Tools

    MS Suite (advanced)

    Understands concepts of Data Management in a Financial Services environment

    In depth experience in Customer Relationship Management, to and from business and customer

    Experience in managing both front and back office environments

    Senior management level for a minimum of 5 years, being accountable for complex environments

    What you'll be doing

    People Management

    ❖ Leadership

    Leads by example in living the values of the organisation

    Ensures the department is fully equipped to handle the work load and distribute work flow

    Coaches to ensure a full understanding of consequences of errors

    Creates an environment that fosters team work and co-operation amongst team members

    Creates awareness of Merchants strategic objectives and their alignment to the department and company objectives

    Communicates effectively, building and maintaining relationships

    Ensures consistent compliance to company policies and procedures, corporate governance and relevant legislation

    ❖ Attraction & Selection

    Ensures appropriate staffing and action accordingly

    Identifies the need for the creation of positions and forward recommendations to direct manager and HR

    Ensures appointments are in line with EE targets / strategy

    Selects and places candidates in terms of agreed recruitment and selection process

    ❖ Retention

     Develops and empowers people, recognizing and rewarding value-added performance

    ❖ Training and Development

    Continually strives to up-skill and motivate staff through effective leadership, mentoring, coaching, performance improvement and the creation and implementation of individual development plans

    Monitors implementation of training needs as per individual development plans

    ❖ Career Pathing and Succession Planning

    Identifies, manages and develops talent

    ❖ Performance Management

    Sets direct reports quantitative and qualitative performance objectives and ensure individual performance objectives are in place and reviewed to meet organisational and individual needs

    Ensures bi-annual performance reviews take place with direct reports, identifies poor performance and takes corrective action.

    Client Relationship Management

    Builds, maintains and takes ownership of a professional working relationship with the client on behalf of Merchants.

    Works to understand the client’s budgetary constraints, business risks and issues with a view to seeking new business opportunities.

    Maintains open and honest channels of communication at all levels within the client’s organisation

    Manages the client’s expectations and works to ensure their objectives both tactical and strategic are achieved within the agreed budgets, deadlines and to the client’s satisfaction.

    Maintains service and quality levels according to Merchants’ business standards and the client’s customers’ expectations.

    Seeks and identifies opportunities to increase the value that Merchants can add to the current business.

    Works with the client to identify and/or develop new business opportunities

    Creates an account plan to identify opportunities to work with the client to develop a proactive relationship whereby Merchants becomes supplier of choice.

    Acts as commercial escalation contact for the Client.

    Market Awareness

    Maintains an in-depth knowledge of Merchants’ and the client’s industry and market, taking account of the client’s organisational structure, working practices and cultural drivers.

    Understand and communicate peer levels within Merchants and the client company.

    Maintains a complete and in-depth knowledge of Merchants Consulting and Outsourcing capabilities.

    Identifies and introduces opportunities with Merchants clients to the wider Dimension Data group of companies

    Financial Management

    Develops and manages the operational budget as defined by the commercial requirements.

    Manages the forecasting process to ensure predictability.

    Establishes profit targets and manages cost and revenue development.

    Maximises profit margins by identifying opportunities for additional profit

    Operational Performance

    Leads and drives continuous business improvement initiatives.

    Delivers operational performance to contractual requirements.

    Develops a culture of performance excellence and customer-centricity in line with the clients’ culture.

    Implements new operational services as they relate to client requirements.

    Assumes overall accountability for the successful ongoing operational performance that exceeds client expectations.

    Corporate Standards

    Adheres to standard financial governance and regulatory principles.

    Participates in the contributions to the annual Merchants Benchmarking Report.

    Ensures the operational teams set standards operationally.

    Provides a clear definition and reviews all operational policies and procedures required to support the operation.

    Directs performance improvement plans

    Commercial Management

    Achieves business development and incremental revenue targets

    Ensures invoices are prepared accurately and dispatched in a timely manner, and paid by the Client in accordance with contract terms.

    Prepares and develops cost models and business plans as necessary

    Prepares and develops ROI models for new initiatives as required

    Ensures credit collection activity takes place in a timely fashion in a manner that supports the long-term relationship with the client.

    Understands and maintains challenging financial targets, both in terms of the agreed contractual financials and in terms of revenue stretch

    Ensures Letters of Intent’s and contracts are agreed and signed by both parties before work commences and costs are committed to.

    Ensures third party contracts are agreed and flexible to meet all needs

    Ensures all internal agreements are in place before work commences

    Ensures the client agrees and follows a change control process.

    Oversees all contractual change management and control procedures.

    Risk & Issue Management

    Identify risks to Merchants, the client’s business and/or the account at all stages, and create plans to reduce and manage risks.

    Documents all risks internally and with the client as appropriate.

    Acts as the point of escalation for potential risks to the relationship with the client.

    Takes responsibility for managing official client complaints following the client complaints procedure.

    Reporting

    Ensures an account audit trail is kept, including minutes and change controls

    Oversees the process of client contact reporting.

    Ensures meetings are minuted, and that risk, issue and action logs and maintained and reviewed on a regular basis with a view to service and revenue improvement.

    Conducts frequent satisfaction reviews with the client to confirm strategic alignment

    Continuous Improvement Program

    Conducts frequent satisfaction reviews with the client to confirm strategic alignment.

    Proactively review, recommend and implement changes to processes on the account to bring about continuous improvements

    Project Management

    Takes clear, concise and accurate briefs from the client to ensure operational excellence is possible at the delivery stage.

    Communicates client briefs to all relevant parties in a timely fashion.

    Ensures full documentation of the agreed scope and project plan

    Ensures that best practice and quality service is delivered using Merchants’ chosen methodologies with adherence to all Merchants internal standards, policies and procedures.

    Ensures the team is working within the scope and project slippage is minimized

    Manages and ensures changes to project scope are fully documented

    See more

    SalaryMarket Related

    Work TypePermanent

  • SALES AGENT NIGHT SHIFT

    Employing company recruiting partner Merchants Recruitment.

    4 days ago

    Salt River, Western Cape

    Looking for a job to challenge your excellent customer service skills? Look no further.....
    We are on the lookout for vibrant, energetic, and driven individuals to join our contact centre team of customer service experts for our international client! Our team of expert trainers look forward to teaching you all that you need to know before you hit the floor...
    Job Description:

    • Moderate all customer reviews and respond to email queries in English.
    • Meets or exceeds quality and productivity goals assigned by management.
    • Demonstrates clear and polite written and oral communication.
    • Maintains a positive and professional demeanour and portrays the company in a positive light.
    • Demonstrates appropriate sense of urgency for reviews moderation and email response and service levels.
    • Follows company policies and processes in order to process customer requests appropriately.
    • Demonstrates knowledge and use of departmental resources, policies, and procedures.
    • Uses customer service tools in order to provide an accurate response and an exceptional customer experience.
    • Escalates customer issues appropriately and correctly. Demonstrates timely, accurate and professional customer service.
    • Proactively communicates system and process issues, and customer feedback trends to management.
    • Exceeds customer expectations by going above and beyond.
    • All other duties as assigned.

    About the role:

    • High-end international client
    • 5 Star (luxury) Hotel
    • Lucrative Salary
    • Door to door transportation to be provided.
    • Night shift position

    What we require:

    • Grade 12 or NQF Level 4.
    • Criminal and credit clear.
    • South African citizen
    • Strong command of the English language.
    • English written and verbal fluency, suitable for an international client.
    • Willing to work evening shifts/weekends.
    • Exceptional customer service experience.
    • At least 12 months sales experience.
    • Previous international call centre experience for at least 6-12 months highly advantageous.
    See more

    SalaryMarket Related

    Work TypeContract - long term

  • Call Centre Agent

    Employing company recruiting partner Merchants Recruitment.

    4 days ago

    Salt River, Western Cape

    Position Overview:
    As a Call Centre Agent (Customer Service Representative), you will be a leading Brand Ambassador serving as the first point of contact for customers. We are looking for candidates who have a keen interest in solving customer issues and answering questions while being committed to delivering exceptional customer service in a caring and considerate manner. In short, we are looking for a commitment to make every customer interaction enjoyable!
    Responsibilities:


    • Deliver first class service by accurately assessing and responding to customer needs, using sound judgment when recommending appropriate solutions.
    • To fulfil customer requests, respond to inquiries/complaints, demonstrating due attention to customer care and a professional approach at all times.
    • Respond to complex customer inquiries and complaints in a highly informed, accurate and responsible manner in accordance to resources provided.
    • Accurately complete appropriate documentation for each interaction, and wrap up by inputting data for call history, sending messages to appropriate third parties when required, and/or initiating the necessary customer fulfilment.
    • Remain current on program and product information by being committed to continuous learning.
    • Maintain strict confidentiality at all times and adhere to legislation and service guidelines on the use of data.


    Requirements

    • Matric / NQF Level 4 qualification
    • Min 12 months contact centre experience essential
    • 6 months customer service experience required
    • Strong command of the English language.
    • Able and willing to work rotational shifts
    • 8 Hour shift including 1 hour lunch break (8 hour productive shift)
    • Saturday, Sunday and Public Holiday
    • 5 DAY SHIFT ROTATION (8am to 8:30pm) within those parameters
    • Demonstrated passion for customer satisfaction excellence and prior experience in an International Call Centre
    • Interactive customer service environment required.
    • Related experience in the food and/or retail industry considered an asset.
    • Strong and developed oral and written communication skills, including typing, spelling and grammar.
    • Demonstrated ability to implement change efforts.
    • Ability to learn new skills/concepts and apply this knowledge quickly and accurately.
    • Advanced knowledge of PCs and familiarity with system navigation.
    • Positive attitude and demonstrated ability to get along with others.
    • Professional, empathetic and naturally caring conversational style.
    • Display tact and diplomacy in handling all levels of customer interaction.
    • Ability to resolve complex, and often sensitive customer complaints/inquiries in a professional manner in accordance with company policies and procedures, values and best practice.
    • Ability to work all required shifts.
    See more

    SalaryMarket Related

    Work TypeContract - long term

  • Call Centre Agent

    Employing company recruiting partner Merchants Recruitment.

    4 days ago

    Salt River, Western Cape

    Position Overview:
    As an International Call Centre Agent (Customer Service Representative), you will be a leading Brand Ambassador serving as the first point of contact for customers. We are looking for candidates who have a keen interest in solving customer issues and answering questions while being committed to delivering exceptional customer service in a caring and considerate manner. In short, we are looking for a commitment to make every customer interaction enjoyable!
    Responsibilities:


    • Deliver first class service by accurately assessing and responding to customer needs, using sound judgment when recommending appropriate solutions.
    • To fulfil customer requests, respond to inquiries/complaints, demonstrating due attention to customer care and a professional approach at all times.
    • Respond to complex customer inquiries and complaints in a highly informed, accurate and responsible manner in accordance to resources provided.
    • Accurately complete appropriate documentation for each interaction, and wrap up by inputting data for call history, sending messages to appropriate third parties when required, and/or initiating the necessary customer fulfilment.
    • Remain current on program and product information by being committed to continuous learning.
    • Maintain strict confidentiality at all times and adhere to legislation and service guidelines on the use of data.


    Requirements


    • Matric / NQF Level 4 qualification
    • Demonstrated passion for customer satisfaction excellence and prior experience in an International Call Centre
    • Interactive customer service environment required.
    • Related experience in the food and/or retail industry considered an asset.
    • Strong and developed oral and written communication skills, including typing, spelling and grammar.
    • Demonstrated ability to implement change efforts.
    • Ability to learn new skills/concepts and apply this knowledge quickly and accurately.
    • Advanced knowledge of PCs and familiarity with system navigation.
    • Positive attitude and demonstrated ability to get along with others.
    • Professional, empathetic and naturally caring conversational style.
    • Display tact and diplomacy in handling all levels of customer interaction.
    • Ability to resolve complex, and often sensitive customer complaints/inquiries in a professional manner in accordance with company policies and procedures, values and best practice.
    • Ability to work all required shifts.
    See more

    SalaryMarket Related

    Work TypeContract - long term

  • Training Academy Administrator (WC)

    Employing company recruiting partner Merchants Recruitment.

    4 days ago

    Salt River, Western Cape

    Are you ready to take the next step in your career?

    The primary purpose of this role is to co-ordinate, schedule, track administer, support and report on all training interventions, including participation in the planning, and implementation of training programs delivered by the Merchants Academy Team.  

    What would make you a good fit for this role?

    Must be willing and able to work in a shifted environment.

    Requirements:

    • Minimum matric or equivalent NQF
    • At least 2 years of proven work experience as a training administrator
    • Proficiency in Microsoft office and adequate knowledge of databases
    • MS Office - Intermediary
    • Digital Literacy
    • Knowledge of LMS

    What you'll be doing

    Tracking and Reporting

    • Monitors and reports on course attendance, exceptions, course evaluation, trainer feedback and proof of learning, which is business or client training delivered face-to-face, blended or online.
    • Compiles and delivers accurate reports and statistics for review internally   and other key stakeholders – MB / Skills Development Manager) within agreed timelines.
    •  Maintains up-to-date, correct, and accurate training reports.
    • Captures accurate training data (both hardcopy and online data) into defined templates for ROI reporting.
    • Gathers, files documents according to legislation (POPIA Act, GDPR and InfoSec) daily.
    • Submit reports on training activities and results.

    Administration & Coordination

    • Maintains all training documents and records for face-to-face, blended, and online learning on the Flex platform and other relevant repositories. 
    • Keeps training records and files up to date for ATR section of workplace skills plan.
    • Maintaining up-to-date, correct, and accurate training records, such as trainee lists, schedules, attendance registers, and training venues.
    • Takes responsibility for the Trainers/ Training Manager logistics for learning delivery (including face-to-face, blended and online learning delivery) for the Merchants Academy. Logistical management is inclusive of, but not limited to participants, invitations/cancellations, training venues and training links, equipment, connectivity, training materials, pre- and post-assessments, evaluation forms and catering (only as required).
    • Manages the training logistics (booking of hotels, training rooms, sending information to participants, billing information, etc).
    • Ensures classrooms or other appropriate venues are properly set up with the required training tools.Prepares and ensures training material is available and accessible to trainers and consultants for the successful delivery of training interventions as per agreed schedule.
    • Organises training rooms, both ILT and VILT classrooms, and other logistics required, as per agreed schedule.
    • Confirms attendance with delegates prior to the scheduled training intervention.
    • Overseeing the preparation and dissemination of materials such as instructional notes, feedback forms.
    • Act as a point-of-contact for vendors, participants, and Merchants Team.
    • Enrolling of learners on current department database, programmes and courses ensuring accuracy as per departmental documented processes.
    • Arrange and manage internal and regional training events end-to-end.
    • Resolve issues as they arise with regards to logistics, schedules, and training requirements.

    Flex platform administration.

    • Responsible for user data management including the uploading of new users, the editing of existing user information as required, and the deletion of users no longer relevant for training on Flex. (uploading a new user).
    • Manages all training assignments including the assignment of learning, content and VILT classroom sessions as per requirements.
    • Schedules and coordinates VILT classroom sessions including the creation of virtual events, the uploading of supporting documentation, participation lists, monitoring and reporting on registration and attendance.
    • Manages learning records to maintain alignment with up-to-date skills matrices of Merchants SA staff.
    • Manages and maintains the document and record online repository by uploading, editing, and deleting documents and records as required.
    • Schedules and exports learning reports as per requirements.  
    See more

    SalaryMarket Related

    Work TypeContract - long term

  • Academy Trainers - 2024

    Employing company recruiting partner Merchants Recruitment.

    5 days ago

    Western Cape , Western Cape

    Trainer- Special Projects

    Are passionate about training WE have the perfect role for you:

    The purpose of this role is to deliver, evaluate and report on all JF11 Project specific training, to ensure the Agents are ready and prepared to deliver exceptional customer experiences and participating candidates/work-seekers are provided with workplace support training.

    Key performance Indicators

    1. 1. Training
    • Deliver Workplace Readiness Training, Work Seeker Support Training, and Customer Experience Training to all Agents/work-seekers.
    • Deliver refresher training as required.
    • Operates within an agreed training schedule and meets quality standards.
    • Creates a training environment conducive to providing the best possible learning experience.
    1. 2. Learning assessments
    • Ensures completion of pre- and post-learning assessments and provides relevant feedback and recommendations for improvements to training delivery.
    • Provides feedback to the Training Manager to ensure continuous improvement.
    • Identifies learners at risk of being incapable of fulfilling the Agent function and timeously communicates the risk to the Training Manager.
    1. 3. Support
    • Coaches Agents in order to facilitate the transition from training to full function.
    • Assumes responsibility for closing all learning gaps between training and ‘go-live’ to ensure all Agents are “workplace ready”.
    1. 4. Administration and Record keeping
    • Accurately records all learning and development interventions.
    • Completes daily training report which includes per learner observation and feedback of progress.
    • Updates all training material to ensure currency and accuracy ensuring communication on updates are shared with Training Manager.
    • Provides management with relevant training reports.
    • Ensure training manuals and aids are prepared for training.
    • Makes logistical arrangements for training.

    Knowledge

    • Matric or equivalent NQF
    • 6 months training experience
    • Training qualification or Future Leader: Trainer Graduate

    Skills

    • Planning and organising (L2)
    • Customer service orientation (L2)
    • Attention to detail
    • Technical Expertise (L2)

    Attributes

       • Influence

    See more

    SalaryMarket Related

    Work TypeContract - long term

  • Merchants Academy- Training Manager

    Employing company recruiting partner Merchants Recruitment.

    5 days ago

    Western Cape

    Are you ready to take the next step in your career?

    The primary purpose of this role is to co-ordinate, track and administer all training interventions delivered by the Training Team within Jobs Fund 11 Project

    What would make you a good fit for this role?

    Requirements:

    • Minimum matric or equivalent NQF
    • Minimum 1 year administration experience in areas detailed above
    • Experience in a training environment 
    • SA  SDL legislation
    • MS Office - Intermediary
    • Training and skills development  experience – minimum 2 years managing a team

    What you'll be doing

    Tracking and Reporting

    Monitors and reports on course attendance, exceptions, course evaluation, trainer feedback and proof of learning

    Compiles and delivers accurate reports and statistics for review by the Skills Development Manager and other key stakeholders within agreed timelines

    Maintains the training schedule provided for the Jobs Fund 11 Project

    Compiles and updates reporting requirements for Jobs Fund 11 on a monthly basis

    Captures accurate training data into defined templates for ROI reporting

    Facilitation

    Functions as a ‘relief Trainer’ when required delivering the following when required

    Deliver Workplace Readiness Training, Work Seeker Support Training, and Customer Experience Training to all Agents/work-seekers.

    Deliver refresher training as required.

    Operates within an agreed training schedule and meets quality standards.

    Creates a training environment conducive to providing the best possible learning experience.

    Administration

    Maintains all training documentation on internal Intranet

    Obtains quotes for printing and stationary for training interventions

    Keeps training records and files up to date for ATR section of workplace skills plan

    Audits training bookings against training registers (monthly)

    Arranges for maintenance of training equipment, to ensure effective delivery of training

    Makes all logistical arrangements for training sessions – list of participants, invitations/cancellations, training venue, equipment, training manuals and material, pre- and post- assessments, evaluation forms and catering (only when required).

    Prepares and ensures training material is available to trainers and consultants for the successful delivery of training interventions as per agreed schedule

    Organises training rooms and other logistics required, as per agreed schedule

    Confirms attendance with delegates prior to the scheduled training intervention

    See more

    SalaryMarket Related

    Work TypeContract - long term

  • Night Shift Customer Service Agent

    Employing company recruiting partner Merchants Recruitment.

    5 days ago

    Salt River, Western Cape

    Position Overview:

    As an International Call Centre Agent (Customer Service Representative), you will be a leading Brand Ambassador serving as the first point of contact for customers. We are looking for candidates who have a keen interest in solving customer issues and answering questions while being committed to delivering exceptional customer service in a caring and considerate manner. In short, we are looking for a commitment to make every customer interaction enjoyable!

    Responsibilities:

    • Deliver first class service by accurately assessing and responding to customer needs, using sound judgment when recommending appropriate solutions.
    • To fulfil customer requests, respond to inquiries/complaints, demonstrating due attention to customer care and a professional approach at all times.
    • Respond to complex customer inquiries and complaints in a highly informed, accurate and responsible manner in accordance to resources provided.
    • Accurately complete appropriate documentation for each interaction, and wrap up by inputting data for call history, sending messages to appropriate third parties when required, and/or initiating the necessary customer fulfilment.
    • Remain current on program and product information by being committed to continuous learning.
    • Maintain strict confidentiality at all times and adhere to legislation and service guidelines on the use of data.
    • Demonstrated passion for customer satisfaction excellence and prior experience in an International Call Centre
    • Interactive customer service environment required.
    • Related experience in the food and/or retail industry considered an asset.
    • Strong and developed oral and written communication skills, including typing, spelling and grammar.
    • Demonstrated ability to implement change efforts.
    • Ability to learn new skills/concepts and apply this knowledge quickly and accurately.
    • Advanced knowledge of PCs and familiarity with system navigation.
    • Positive attitude and demonstrated ability to get along with others.
    • Professional, empathetic and naturally caring conversational style.
    • Display tact and diplomacy in handling all levels of customer interaction.
    • Ability to resolve complex, and often sensitive customer complaints/inquiries in a professional manner in accordance with company policies and procedures, values and best practice.
    • Ability to work all required shifts.

    What we require:

    • Grade 12 or NQF Level 4.
    • Criminal and credit clear.
    • Strong command of the English language.
    • English written and verbal fluency, suitable for an international client.
    • Willing to work evening shifts/weekends.
    • At least 6 customer service experience.
    • Previous international call centre experience for at least 6-12 months highly advantageous.
    See more

    SalaryMarket Related

    Work TypeContract - long term

  • 18 months In-Service Training for TVET Learners or 2 years Workplace experience for BTech Learners

    Employing company recruiting partner Merchants Recruitment.

    2 weeks ago

    Western Cape

    18 months In-Service Training for TVET Learners or 2 years Workplace experience for BTech Learners.

    Company Description

    Merchants is a leading customer management partner specializing in business process outsourcing (BPO) that delivers customer experience and interactions. At Merchants, we are committed to attracting top talent and have a rich history of success and innovation across various industries globally. Visit our website at www.merchantscx.com.

    Role Description

    As a TVET or BTech Workplace Experience intern, you will have the opportunity to gain practical experience and contribute to the daily tasks associated with the role.

    Qualifications

    • Currently pursuing or recently completed a TVET or BTech qualification in a relevant field
    • Strong desire to gain practical work experience in the customer management industry
    • Demonstrated ability to learn quickly and adapt to new environments
    • Excellent communication and interpersonal skills
    • Proficiency in Microsoft Office Suite
    • Ability to work independently as well as part of a team
    • Attention to detail and strong organizational skills
    • Willingness to learn and take on new challenges

    Requirements

    • Suitably Qualified from an accredited University/TVET
    • Unemployed graduates who have NOT participated in a placement programme in the past and require work experience.
    • Must be a South African Citizen in possession of a valid SA ID
    • Prepared and supported to work in a shifted environment aligning to various time zones

    Required Documentation:

    • Updated CV
    • ID
    • Statement of results and or N6 or Degree
    • Confirmation letter from the TVET College or University that the Learner requires workplace experience.

      Please ensure that you register all your details:
    • Employment History
    • Education and Qualification 
    • Complete the job questions. 
    See more

    SalaryMarket Related

    Work TypeContract - long term

  • Call Centre Agent

    Employing company recruiting partner Merchants Recruitment.

    3 weeks ago

    Salt River, Western Cape

    Position Overview:
    As a Call Centre Agent (Customer Service Representative), you will be a leading Brand Ambassador serving as the first point of contact for customers. We are looking for candidates who have a keen interest in solving customer issues and answering questions while being committed to delivering exceptional customer service in a caring and considerate manner. In short, we are looking for a commitment to make every customer interaction enjoyable!
    Responsibilities:


    • Deliver first class service by accurately assessing and responding to customer needs, using sound judgment when recommending appropriate solutions.
    • To fulfil customer requests, respond to inquiries/complaints, demonstrating due attention to customer care and a professional approach at all times.
    • Respond to complex customer inquiries and complaints in a highly informed, accurate and responsible manner in accordance to resources provided.
    • Accurately complete appropriate documentation for each interaction, and wrap up by inputting data for call history, sending messages to appropriate third parties when required, and/or initiating the necessary customer fulfilment.
    • Remain current on program and product information by being committed to continuous learning.
    • Maintain strict confidentiality at all times and adhere to legislation and service guidelines on the use of data.


    Requirements


    • Matric / NQF Level 4 qualification
    • Min 6 months contact centre experience essential
    • 6 months customer service experience required
    • Speaks English, Zulu, Sotho
    • Able and willing to work rotational shifts
    • 10 Hour shift including 1 hour lunch break (9 hour productive shift)
    • Saturday, Sunday and Public Holiday
    • 6 DAY SHIFT ROTATION (6am to midnight) within those parameters
    • Graveyard rotation TBD
    • Demonstrated passion for customer satisfaction excellence and prior experience in an International Call Centre
    • Interactive customer service environment required.
    • Related experience in the food and/or retail industry considered an asset.
    • Strong and developed oral and written communication skills, including typing, spelling and grammar.
    • Demonstrated ability to implement change efforts.
    • Ability to learn new skills/concepts and apply this knowledge quickly and accurately.
    • Advanced knowledge of PCs and familiarity with system navigation.
    • Positive attitude and demonstrated ability to get along with others.
    • Professional, empathetic and naturally caring conversational style.
    • Display tact and diplomacy in handling all levels of customer interaction.
    • Ability to resolve complex, and often sensitive customer complaints/inquiries in a professional manner in accordance with company policies and procedures, values and best practice.
    • Ability to work all required shifts.
    See more

    SalaryMarket Related

    Work TypeContract - long term

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