Merchants Recruitment Listings

Opportunity:

How would you like to work for one of the fastest growing long term insurance businesses in South Africa? Our Client  is always looking for confident, bold and ambitious individuals to join our go-getting sales team.

We offer a vibrant, fast-paced work environment packed to the rafters with people with vision and energy. We provide training at our cost, you’ll receive a basic monthly salary, and an attractive commission-based package.

Offering:

• Basic salary, which can be more than doubled based on reaching targets and adherence criteria
• A unique unlimited commission model
• Medical aid

Requirements:

• Driven to meet daily targets
• A positive attitude
• The ability to adhere to a strict 8am start and the flexibility to work additional hours
• The ability to work at least 2 Saturdays per month
• 1 Year Cold Calling experience or
• 1 Year Sales contact centre experience in short term or Long term insuarance

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

We are looking for fluent GERMAN speaking customer service professionals to join our team.

Job Purpose:

The purpose of the position is to provide 1st line support for all incidents logged to the Service Desk and to meet the SLA’s to ensure that the appropriate action is taken to assigning the call to the correct support teams.

In this role you will:

• Respond to all incoming calls within the agreed service level
• Respond to e-mail, web, fax and monitoring requests that are logged onto the system
• Ensure that all service requests are routed and allocated to the correct support group or person
• Ensure that all user details are correct and that discrepancies are to be rectified through the correct channels
• Escalates internally when support groups/people are not available to be allocated service requests
• Ensures all oral and written communication, including email, consistently demonstrates a professional and friendly tone, maintaining faultless grammar and spelling standards
• Offers a solution-based approach to all customer interactions tailored to the needs of the individual customer.
• Responds to all customers with willingness and appropriate tone and language
• Ensures own product, system, process and policy knowledge is current.

Min Requirement for this role:

• 12 months call centre experience in a service desk environment
• Ability to work shifts within a 24/7 environment
• Credit and Criminal Clear
• Completed Matric or Equivalent Qualification
• A+ or an equivalent IT Diploma or currently studying towards an advantage
• Computer Literate with a working knowledge of MS Word, Excel and Outlook
• Excellent command of English and German language are essential for this role

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

LEARNERSHIP ALERT!!!

This Awesome opportunity is available for call center agents as well as individuals with customer service experience who would like to be included in a learnership with one of our Australian technical support call center's in Salt River.

What we require:

- Matric / NQF 4
- Good knowledge of technical support
- Learners must be below the age of  29
- Excellent communication skills written and verbal
- Customer service skills/customer focus
- Problem solving ability/initiating action
- Teams players
- Willing to work shifts after training
- Currently unemployed

What you get:

- High level paid training (stipend)
- Opportunity to work with our existing team of experts
- Gain great experience
- Free transport either to or from work


Don't let this opportunity pass you by, apply TODAY!!!

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 Canadian client and our team of expert trainers look forward to teaching you all that you need to know before you hit the floor...

What’s in it for you:

• Basic of R7250 per month
• R500 Shift Allowance
• Transport for unfavourable hours
• MyHealth Medical Insurance
• Job Type: Full-time – rotational shifts
• Provident fund

What we require:

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

We are Hiring and want YOU!!!

• Matric /Grade 12

• + 6 months customer service experience.

• Computer Literate with a working knowledge of MS Word, Excel and Outlook

If you care to join this fun and vibrant team, the following is on offer if you do qualify:

• Training R29 per hour (8 weeks)

• Basic of R39 per hour

• Monday - Sunday any given days (5 days working/ 2 days off)

• Vibrant and happy working environment

• Free Transport (only collection)

• We are big on team support

• Excellent training provided