Contact Centre Listings

Client/Customer Experience – Catch and Dispatch

• Responds to all incoming calls within the agreed service level
• Receives, validates and logs client requests and capture the detail of the request
• Responds to e-mail, web, fax and monitoring service requests / incident that are logged onto the system
• Delivers a professional and efficient (first) interface between Merchants / Dimension Data and clients
• Analyses and interprets calls ensuring that the classification, prioritization and escalation of the requests are correct.
• Updates calls / incidents according to the standard defined process
• Allocates and routes all calls to the correct internal / external support group or person
• Validates that all user details are correct and ensures that discrepancies are to be rectified through the correct channels
• Accurately log and follows up calls logged with Internal or External resolver groups and provide timely feedback to relevant clients
• Captures details with regard to activities in the life cycle of every task of every call
• Escalates internally when support groups / people are not available to be allocated calls / incidents
• 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
• Identifies and documents gaps and/or inaccuracies and/or better ways of working with respect to SOPs.
• Takes accountability and responsibility for incident management as per ITIL standards and best practices.
• Responsible for managing calls through to resolution within the SLA

Looking for a job to challenge your excellent customer service skills? Look no further…

Calling all Customer Service Agents for a company based in Johannesburg to support the drive to increase brand equity, sales volumes, market share and corporate reputation by providing telephonic support to customers through the establishment of good customer relations and by marketing the company products and services to meet customer requirements. Ensure prompt resolution of queries so that customer service levels can be maximised and the business can achieve sustainable competitiveness and act as the link between customers and depot functions.

Qualifications: 

• Matric certificate (mandatory)  
• Call centre certificate (or relevant tertiary qualification or diploma or working towards one (advantageous) 

Experience: 

• Criminal and credit check (clear ITC)  
• 1- 2 years customer service experience 
• Good typing skills, data capturing ability  
• Administration skills  
• Computer literacy (MS Office)  
• SAP CRM experience (advantageous)  
• Fluent in English and another official South African  language preferably Afrikaans, isiZulu, Sesotho 
• General understanding of the NCA  
• Valid driver’s license (advantageous) 
• Must be able to be flexible with working hours

Looking for a job to challenge your excellent customer service skills? Look no further…

Calling all Customer Service Agents for a company based in Linbro Park to support the drive to increase brand equity, sales volumes, market share and corporate reputation by providing telephonic support to customers through the establishment of good customer relations and by marketing the company products and services to meet customer requirements. Ensure prompt resolution of queries so that customer service levels can be maximised and the business can achieve sustainable competitiveness and act as the link between customers and depot functions.

Qualifications: 

• Matric certificate (mandatory)  
• Call centre certificate (or relevant tertiary qualification or diploma or working towards one (advantageous) 

Experience: 

• Criminal and credit check (clear ITC)  
• 1- 2 years customer service experience 
• Good typing skills, data capturing ability  
• Administration skills  
• Computer literacy (MS Office)  
• SAP CRM experience (advantageous)  
• Fluent in English and another official South African  language preferably Afrikaans, isiZulu, Sesotho 
• General understanding of the NCA  
• Valid driver’s license (advantageous) 

International Call Centre Agents

Looking for a job to challenge your excellent customer service skills? Look no further…..

Calling all Customer Service Agents for a Mega International Company who strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online! Join the world's brightest innovative and technology minds who research and develop technology that improves the lives of shoppers and sellers around the world.

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 demeanor 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.

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 shifts/weekends.
• Exceptional customer service experience.
• At least 1 years call centre experience.
• At least 1 years core retail experience.
• Previous international call centre experience for at least 6-12 months highly advantageous.

The purpose of this position is to provide administration support to the finance department

• Purchase Orders Administration on the Company's Procurement System
• Matches invoices to purchase orders daily
• Processes purchase orders as requested daily
• Tracks and follows up of open purchase orders with procuring business units daily
• Procurement System - Administration
• Daily tracking of queries from various business units received through 4me workflow system
• Maintains user profiles (Additions of Cost Centres, Assigning of Purchase Order Approvers, Deleting leavers and various changes etc.)
• Cancellations of purchase orders on request
• Providing training on how to raise various requests
• Attending to general system queries from Users
• Finance Business Area Procurement - Administration
• Obtains quotations and supporting documents for expenditures from Service Providers
• Raises purchase orders
• Administration of vendor onboarding
• Verifications of vendor applications and supporting documents from all business units
• Verifications of all procurement scorecards
• Administration of once off supplier use
• Maintains the Vendor Master File
• Procurement Administration Reporting
• Daily reporting of open purchase orders
• Reporting on various procurement activities
• General Administration
• Filing of invoices, purchase orders and related supporting documentation for completeness of these records
• Filing of all procurement 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.

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

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

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

The purpose of this position is to investigate, analyse, document, and coordinate activities within business and/or operational processes, which will improve customer service, reduce cost and increase efficiency to address business requirements needed to optimize the business.

Process Improvement Initiatives

• Supports the identification of improvement opportunities by providing relevant data and data analysis
• Responsible for documenting process changes/new process design and measuring process compliance within the business
• Provides overall support and facilitation of business improvement and continuity which incorporates business continuity processes and associated documentation and coordination in ensuring the business can continue to service the client's customers.
• Assists in the implementation of operational changes to support marketing campaigns, new regulatory requirements and group projects.
• Communicates minor and major incidents raised by the operation and uses experience to seek ways to improve processes through root cause analysis, or escalates where necessary

Business Analysis

• Investigate and perform business needs analysis and root cause issues analysis with key stakeholder and evaluate and identify solutions
• Design to-be business architectures
• Identify and design new and improved business process systems and procedures to deliver goals
• Undertake a feasibility and impact analysis of solutions identified with key stakeholders
• Develop IT systems functional, non-functional and service level requirements as well as Business Requirement Definition documents to assist Project Manager with deliverables

Project Administration

• Produces relevant, useful and professional reports and communications as project updates to the business
• Provides ongoing open communication to all key functional team members
• Identify project risks either by consultation with key stakeholders or by risk assessment workshop and develop mitigating action plans with operations
• Contributes to scoping of projects.
• Identifies cause and effect relationships and ensures steps are in place to mitigate risk.
• Delivers project work on time and in line with the agreed standard of quality.

Reporting and Administration

• Completes all project documents and related administration and stores to ensure currency and accessibility.
• Generate monthly and weekly or ad-hoc status reports
• Provides accurate reports to assist the Business Improvement Manager in exceeding client expectations
• Documents process changes/new process design and measuring process compliance within the business

Are you looking for a job to challenge your excellent customer service skills?

We are on the lookout for vibrant, energetic, and driven individuals to join our contact centre team to be part of a Learnership experience 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...

Main Duties and Responsibilities

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.

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 shifts/weekends.

Exceptional customer service experience.

At least 0-6 months call centre experience.

Previous international call centre experience for at least 0-6 months highly advantageous.

vacancy for a Technical Support Specialist, reporting to the Team Manager in the Technical environment, who will be responsible and accountable for interacting with the client's customers on a daily basis to answer queries, provide technical support, information, resolve issues and provide any other service that may be required; as well as to interact with customers in the spirit of the client's customer focus, concentrating on resolving the issues, escalating learning and focusing on root causes of issues within an environment.

Main Duties and Responsibilities

• Providing excellent customer service within schedule time
• Proving 2nd and 3rd tier technical support to client's customers
• Identify escalation trends
• Achieve targets set out in KPI
• Identify and resolve customer technical problems/queries
• Keep updated with all products and services
• Utilise available resources to find solutions to customer requests within scope
• Manage customer expectations according to product performance and scope
• Finalize outstanding escalations within agreed timelines
• Provide feedback on identified trends and problems
• Provide ad hoc support to colleagues and managers as needed
• Delivered scheduled hours
• Achieve Quality targets
• Maintain Systems with accurate and up to date customer interaction summaries
• Deliver technical support to walk in customers and site visits as and when required

Minimum Requirements

• Matric
• Clear Criminal and Credit
• 2 years Technical experience
• Proven Product Knowledge and experience in an ADSL/Wireless and FTTH environment
• 2 years Call centre experience
• Call centre practices
• Thorough Understanding of 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 support of connectivity (Dial, ADSL, Wireless, FTTH, LTE)

How to apply?
Sign up and complete a profile on www.mycalling.co.za

Then send me a voice note to this number 0608995012

Stating your the position you are applying for and where in Cape Town you are based, your full name and telling us about yourself, briefly going through your work experience and and reasons for leaving. (Strictly no calls)

The voice note should be 2 minutes long.

Our Company is looking for customer centric individuals with Service Desk experience to join the team.

The Service Desk Analyst provides call logging and first call resolution for calls reported to the Service Desk.

Responsibilities include initial assessment, classification, investigation, and resolution of calls.

In this role you will also be required to assist to provide positive and brilliant customer experience in an Inbound/Digital environment.

Minimum Experience Required:

• 2 years customer service experience in service desk
• Ability to work shifts within a 24/7 environment.
• Credit and Criminal Clear
• Completed Matric or Equivalent Qualification
• A+ and N+ or technical qualification are an advantage

Minimum Skills Required:

• Excellent Computer Skills
• Excellent command of English language is essential.
• Excellent written skill and email etiquette.
• Excellent listening skills
• Problem solving skills.
• Attention to detail.
• Organizational skills
• Customer centric orientated

Key Responsibilities :

• Respond to all incoming calls within the agreed service level
• Receiving, validates and logs client requests and capture the detail of the request
• Respond to e-mail, web, fax and monitoring calls that are logged onto the system
• Deliver a professional and efficient (first) interface between Merchants / Dimension Data and clients
• Analyses and interprets calls ensuring that the classification, prioritization and escalation of the requests are correct.
• Ensure that all calls 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
• Accurately logs and follows up calls logged with Internal or External resolver groups and provide timely feedback to relevant clients