Merchants Recruitment Listings

The purpose of this role is to deliver, evaluate and report on all Business Unit specific training within the operation, in order to ensure the Agents are ready and prepared to deliver exceptional customer experiences.

1. 1. Training

• Deliver product, systems and customer experience training to all Agents
• Deliver refresher training as required
• Operates within agreed training schedule and meets quality standards
• Delivers induction training to all Agents
• Delivers on-the-job training
• Creates a training environment conducive to providing the best possible learning experienc

1. 2. Learning assessments

• Continually listens to live calls to identify any gaps to be remedied through the training experience
• Ensures completion of learning assessments and provides relevant feedback and recommendations for improvements to training delivery.
• Provides feedback on call-listening to Training Managers to ensure continuous improvement
• Identifies learners at risk of being incapable of fulfilling the Agent function and timeously communicates the risk to Training Managers.

1. 3. Post-Training 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
• Updates all training material to ensure currency and accuracy
• Provides management with relevant training reports
• Ensures training manuals and aids are prepared for training
• Makes logistical arrangements for training

Transport your career into new heights by being part of the Leading Automotive company based in MIDRAND!!!

JOB PURPOSE

The purpose of this position is to provide subject matter expertise to support customers and Business Development Centre team members with updated and aligned information related to all motor industry products and services in order to ensure a seamless and full concierge service to Customers.
KEY PERFORMANCE AREAS

• Knowledge dissemination
• Provides advice and guidance as a subject matter expert when required
• Upskill and train all Business Development Centre team members on product knowledge
• Makes all existing and new products, services and campaigns information accessible to BDC team; to ensure the team's knowledge is always up-to-date and aligned to enable exceptional customer service.
• Maintains and updates relevant intervention material related to existing products, services and campaigns
• Responds to complex complaints and escalations
• Continuous improvement of own capability and gaining/maintaining superior and aligned product knowledge (Vehicle, After Sales Product, Campaign special & Finance); to effectively help Customers on any required support needs they might have.
• Process Evaluation
• Tests campaigns and processes to ensure they are fit for purpose - Aligning to BDC outcomes and customer experience
• Ensures all customer support processes and procedures relating to the new or existing product services are in place.
• Makes recommendations for improvement to processes and procedures - Internal and external related(where applicable)
• Conducts user acceptance testing related to user requirements to support the launch of Products, Services and Campaigns
• Participates in the process with the design of system, training content, communications, policies and procedures where dependencies are noted
• Conducts monthly competency assessments on BDC agents, to ensure the standard of work is maintained
• Provides feedback to management & training department, on gaps, from the assessments
• Customer Experience Management
• Support the customer with technical requirements, either online or direct, to enable them to best match their requirements in both vehicle (New & Pre-owned) / product, to their specific needs; supporting the customer throughout with an exceptional customer experience journey, from start to end.
• Following up with Customers, throughout the car sales processes, to ensure satisfaction and updating on progress.
• Ensuring that the customer experience is always seamless and that this seamless experience flow through any transitions between resource within the BDC or to best aligns to the journey flow when interfacing with Dealerships to conclude the Sales process.

Knowledge (including education and experience)

• Matric/NQF equivalent
• Solid knowledge of Automotive industry- sales and after-sales, financial products
• Motor Industry products Knowledge
• Knowledge and use of email, Voice and data
• MS Excel
• MS Word
• MS Outlook
• Good numerical skills, business acumen and financial acumen
• Credit and criminal clear

Job Purpose:

The purpose of this role is to make outbound contacts to customer fleet owners and to update the customer details.

The incumbent will need to be persistent, confident and customer-centric. Attention to details and exceptional typing and outbound telephony etiquette will be required to attend to our client needs.

Requirements:

The role requires a strong sales orientated individual with a proven track record in sales and customer experience management

• Knowledge contact centres and use of email, Voice and data
• Computer Literate MS Office
• Good numerical skills,
• Proven business acumen
• Finance accreditations (Beneficial)
• Solid knowledge of Automotive industry- sales and after sales and financial products
• Motor Industry Experience( Benefit )
• 1-2 years’ experience on Social Media Platforms
• Valid Matric
• Credit and criminal clear

JOB PURPOSE

The purpose of this position is to provide timely restoration of service for clients by managing all requests (Incidents, Service Requests, and Events) through to successful completion.

Below is the requirement

• 2 years helpdesk/call centre experience
• Matric and or Tertiary qualification
• Ability to handle escalations relating to any procedures and processes on the services and products offered
• Minimum 2 year experience, understanding and enforcement of SLA adherence
• Working knowledge of CRM tools
• Basic network understanding
• Understanding of websites advantageous
• Knowledge of MS Office with intermediate to advanced knowledge on Excel
• ISP experience advantageous
• Problem solving abilities

JOB PURPOSE

The purpose of this position is to provide timely restoration of service for clients by managing all requests (Incidents, Service Requests, and Events) through to successful completion.

Below are the requirements 

• Proven Product Knowledge and experience in an ADSL/Wireless environment
• 2 years inbound call centre experience
• Valid matric 
• Thorough Understanding of internet and email.
• Basic knowledge of computer hardware and software.
• Knowledge of operating systems, e.g. Windows 95, 98, Me, 2000, XP, Vista, Windows 7 and MAC
• IT qualification will be an advantage (A+ Course/MCDST preferable)

JOB PURPOSE

The purpose of this position is to provide timely restoration of service for clients by managing all requests (Incidents, Service Requests, and Events) through to successful completion.

Below are the requirements

• 2 years Technical experience
• Valid Matric
• Proven product knowledge and experience in an ADSL/Wireless and FTTH environment
• 2 years call centre experience
• Thorough understanding of the internet and email.
• Basic network understanding, websites as well as servers
• Knowledge of MS Exchange, MS Office
• IT qualification will be advantageous (A+ Course/MCDST preferable)
• Experience in the support of connectivity (Dial, ADSL, Wireless

• 2-3 years management experience in an ISP call centre environment
• Superior customer service skills / experience
• Knowledge and experience of ACD’s, eWFM, Voice loggers
• Workplace principles and HR process knowledge and principles
• Knowledge of basic employment conditions

· 2-3 years management experience within a call centre environment

· Superior customer service experience

· Internet call centre experience and knowledge of the various operating systems would be advantageous?

· Knowledge and experience of ACD’s, WFM, Voice loggers would be advantageous

· Strong Technical Skills a necessity

· Knowledge of basic employment conditions

· Must be able to work shifts / flexible hours and weekends

· Must have own means of transport to and from work

· Bilingual - English and Afrikaans

• Proven webhosting support essential
• 2 years call center experience
• Thorough understanding of internet, email and webhosting/ wireless & VoIP products
• Basis network understanding
• Knowledge of MS Exchange, MS Office,
• Writing Skills essential
• Proven product knowledge
• Knowledge of telephony systems
• Knowledge of CMS programs
• Solid understanding of TCP/IP, able to troubleshoot with ping, tracert and ns lookup
• FTP and Web servers and uploading of files
• Problem solving/Troubleshooting skills
• Analytical skills
• Communication skills
• Telephone etiquette
• Solid knowledge of Domains, DNS and MS Records

• Minimum of 2 years’ experience within the ISP call centre environment
• Experience in an on-line/social media environment will be advantageous
• Excellent computer skills and advanced knowledge of the internet and email essential
• Basic networking understanding
• Knowledge of MS Office with intermediate to advanced knowledge of Excel
• Advanced technical and customer service knowledge
• Effective writing skills
• Ability to work on a rostered shift basis