Contact Centre Listings

Retail Canadian Giant is looking for French Speaking Customer Service Agents

Western Cape

Position Overview:

As a 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!

Requirements:

• Demonstrated passion for customer satisfaction and 6-12 months experience in a Retail or Call Centre environment
• Ability to speak French and English essential
• Computer literate and familiar with system navigation.
• Ability to work all required shifts and weekends

What’s in it for you?

• Market related salary
• Transport for unfavourable hours
• MyHealth Medical Insurance

If you are passionate about customer service and technology, we're looking for YOU!

We are on the lookout for new members to join our contact centre team of ISP experts for an international client and our team of expert trainers look forward to teaching you all that you need to know before you hit the floor...

Job Description

You will be required to provide First Time Query Resolution on:

·  Telephonic Support for internet connectivity, Wi-Fi, VoIP, ISP, Router Set-up etc.

·  Troubleshooting ADSL, Fibre, Mobile Data, Hosting Emails

·  Identifying Network related issues or faults

Minimum Requirements:

·  Grade 12 or NQF Level 4 (with a computer-based subject, eg. CAT/IT) 

·   Strong command of the English language 

·   English verbal fluency, suitable for an international client

·  The availability to work shifts/weekends 

Advantageous:

·  Technical Studies (A+/ CCNA/ Cisco/ Information Technology etc.)

·  Previous Technical Support Experience

·  Previous International Call Centre Experience

We are an Internet Service Provider and we Offer

·  R5400 per month with earning potential up to R9600 based on performance

·  Lucrative Reward and Recognition Programme

·  Free Transport for Night Shift Hours        

·        MyHealth Medical Insurance

·         Job Type: Full-time (rolling contracts)

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

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