Merchants Recruitment Listings

We are searching for Fluent French and English Speaking Call Centre Agents who are passionate about delivering exceptional Customer Service to our International Customers.

Minimum Requirements 

• Grade 12 / NQF Level 4 / Equivalent
• 6 months Customer Service Experience in a Call Centre
• French and English verbal & written communication skills
  
• Availability to work shifts (International Call Centre)
• SA id or a Valid work permit 

We offer

• Market related salary
• Transport for Night Shift hours
• Medical Insurance

Are you passionate about Technical Support and Customer Service? Join our International Call Centre providing Technical Support to our Customers.

We offer

• Salary: R4800 during training and thereafter R5400 with the potential to increase
• Free Transport for Night Shift hours
• Medical Insurance

You Need

• Grade 12 or NQF Level 4
• 6 Months Call Centre Experience
• Exceptional English verbal communication skills
• The ability to work rotational shifts, (particularly night shift)/Saturdays/Sundays/Public Holidays
• Reside in the Western Cape.

Advantageous

• International Call Centre Experience
• Any Technical Support or IT Experience/Qualification/Part Qualification

KEY RESPONSIBILITIES

The job is a diverse and ever-changing one, with regular changes in the nature and focus of the day to day work.

Key responsibilities are:

1. Advising members by telephone, in correspondence and face to face if necessary, about a wide variety of dentolegal and ethical issues affecting their professional practice. This can include, but is not limited to: complaints, claims, inquests, disciplinary, GDS and Regulatory hearings, or a combination of one or more of these.

2. Investigating and evaluating cases affecting members where there may be a wide spectrum of potential risks to members’ professional standing. Making regular case-handling decisions, such as when to seek assistance from a Legal Advisor, taking into account the requirements of the individual case and member, in an effective and efficient manner. DLCs make decisions and give advice for which they are individually accountable in numerous matters which may be of significant importance to the professional interests and standing of dental members.

3. To work collaboratively within a multi-disciplinary team and to contribute to achieving team targets; to ensure that cases are handled effectively and efficiently by making good use of the resources available within the team by showing leadership and support for other members of the team, and the organisation as a whole.

4. Attending meetings, both remotely and in person, as part of the handling of individual cases, supporting and counselling members, and working collaboratively with the legal team.

5. Representing members’ interests both in writing and orally, in a wide variety of circumstances, including as part of a disciplinary process, whether involving an employer, a contracting body, the ombudsman, or the regulator.

6. Raising the profile of Dental Protection and the client through participation/contribution in events, publications etc. that assist in educating members and the profession at large about dentolegal issues, liaising with other stakeholders to uphold and promote the interests of Dental Protection and the client, the membership, and the profession at large.

7. To be aware, dynamic and adaptable to the changing face of the dentolegal environment, and the needs of Dental Protection, the client, and its membership

8. Interpretation and implementation of policy and benefits of membership in relation to individual cases within the Dental Department

9. To participate in staff recruitment to ensure the appointment of appropriate individuals

10. Undertaking other duties and tasks that from time to time may be allocated to the jobholder that are appropriate to the grade or role

11. Complying with applicable professional ethical guidance and all relevant internal rules, policy and procedures, including those relating to Health and Safety, Data Protection, IT Security and all those contained within the issued Staff Handbook.

    
    

    MAIN JOB REQUIREMENTS AND PERSON SPECIFICATION Education/Qualifications/Training:

    -The jobholder is required to have both graduate and, ideally, postgraduate dental degrees and/or diplomas and to be fully registered and licensed with the recognised regulator within the relevant jurisdiction (e.g. the GDC). A healthcare law qualification would be advantageous

    -The jobholder must keep up to date with current advances and developments both in dentistry and relevant law, regulations, policies and procedures

    Specific Experience: Required

    -Postgraduate experience in clinical dentistry. Abilities/Skills/Knowledge:
    
    -A clear understanding of the legal and ethical principles that apply in relation to dental practice in the United Kingdom and/or in other relevant jurisdictions in which the client operates.

    • The jobholder must have:

      •   Excellent oral and written communication and interpersonal skills.

      •   An ability to apply the knowledge he or she has to members’ enquiries.

      •   Demonstrable ability to work effectively and collaboratively in a multi-disciplinary team

      •   An ability to tolerate ambiguity and uncertainty.

      •   Counselling skills.

      •   Negotiating skills.

      •   Advocacy skills.

      •   An analytical and timely, but pragmatic, approach to problem solving.

      •   Good financial awareness.

      •   Good time-management skills

      •   Integrity and respect for people of all roles and backgrounds, and the ability to gain trust

        and respect of colleagues, and external contacts

      •   Resilience and be highly motivated.

      •   The ability to travel to the clients Leeds, London and Edinburgh offices as appropriate.

• Proven Product Knowledge and experience in an ISP environment
• 2 – 3 years inbound call centre experience
• General knowledge of all technical aspects of internet technology incl. HTML, modems, network topology etc.
• Thorough understanding of internet and email.
• Basic knowledge of computer hardware and software.
• Good understanding of internet related services such as proxy servers, mail, authentication systems, ftp etc
• Exceptional diagnostic skills
• Detail knowledge of LAN’s (servers and topology)
• Advanced Word and Excel skills
• Web programming would be advantageous
• Knowledge of non-general operating systems i.e. Win NT/2000/Server 2003, Linux, MAC will be advantageous
• IT qualification will be an advantage (A+ Course/MCDST preferable)
• Special shift work

The purpose of this position is to provide accurate reports for operations and control the quality of delivery to Business Units. This position also conducts analytics to advise on process information and functionality.

1. 1. Reporting

• Identifies relevant sources of data from which to draw information
• Agrees report specification and format with line manager, operation and client
• Gathers and collates information into a report and ensures accuracy
• Delivers reporting requirements in a timely manner
• Facilitates the process of information analysis and report development for the operation

1. 2. Analysis

• Conducts statistical and commercial analysis to help aid understanding of the operation and identify risks / trends
• Explores and identifies reasons for such risks / trends
• Supports the Business Improvement team by providing required reporting and analytical support
• Identifies opportunities for further development within the management information systems

1. 3. Quality control

• Maintains each operation’s MI Brief
• Audits each operation’s MI and makes sure it is in line with the MI Brief
• Supports the operations in signing off all delivered reports and confirms that they are fit for purpose
• Works with the operations to encourage a standardized set of reporting and MI tools

JOB PURPOSE

The purpose of the position is to perform the Service Delivery Management function, using the Service Now tooling.

Key Performance Areas:

Client / Customer Service

Manage and conduct the governance, facilitation and control of Incident, Problem, Change and Service Level Management functions

Chair the Change Post Incident Review (CPIR) and document creation within 48 hrs of incident resolution

Chair the Post Incident Review (PIR) and document creation within 48 hrs of incident resolution

Create Service Resumption reports within 3 days of a Major Incident

Create root cause analysis (RCA) documentation within 10 working days of a Major Incident, or RCA request

Service Level Management monitoring and reporting on adherence to client service levels

Proactive identification of risk of Service Level breaches

Reactive reporting on Service Level breaches that have occurred

Chair the Daily Service Review (DSR)

Monitoring performance of various resolver groups and / or 3rd parties

Problem Management:

Responsible for managing the lifecycle of all problems and to prevent incidents from happening and minimize its impact. Maintain information about Known Errors and Workarounds.

Proactive Problem Identification to improve overall availability of services.

Problem Categorization and Prioritization to record and prioritize problems.

Problem Diagnosis and Resolution to identify the underlying root cause of problems and initiate appropriate problem solutions.

Problem and Error Control to monitor outstanding problem process statuses in order to introduce corrective measures.

Problem Closure and Evaluation to ensure that the Problem Record contains a full historical description and Known Error Records are updated.

Major Problem Review to review the resolutions of problems in order to prevent recurrence. To verify whether problems marked as closed have been eliminated.

ITIL Problem Management Reporting to ensure that other Service Management processes and IT Management are informed of outstanding problems; their processing-statuses and existing Workarounds.

Operational Efficiencies:

Responsible for managing the lifecycle of all problems, i.e. prevent incidents from happening and to minimize the impact of incidents that cannot be prevented

Adheres to scheduled shifts, rostered start times, end times, break times and any scheduled activities

Takes care to ensure own safety and health at work, and to avoid adversely affecting the safety or health of any other person at work

Brings any out-of-line situations to the attention of management, including equipment failure

Captures all customer details and data relevant to the call or service intervention efficiently and accurately

Adheres to all Call Centre Policies, Procedures, Codes of Conduct and legislative requirements

Resolves all functions within acceptable time frames

Knowledge:

BTech highly advantageous

7-8 years’ experience in Customer Service / Call Centre / Service Desk

ITIL foundation certified

Skills:

Oral and written communication skills (L3)

Problem Solving (L2)

Customer service orientation (L3)

Planning and organising (L3)

Attention to detail

Attributes:

Assertive

Resilience

Initiative

Proactivity