Retail/Wholesale Listings

The purpose of this role is to ensure the day to day management of a team of Agents, in a manner that is in line with excellent service delivery to meet the client’s contractual obligations. 

1. 1. People Management

• Coaches the team in order to ensure quality of delivery meets the appropriate standard
• Measures and manages the team to ensure out-of-line situations are immediately addressed
• Communicates information in a timely, accurate and understood manner to all team members
• Ensure that all Human Resources policies and procedures are observed

1. 2. Communication and Feedback

• Conduct team briefs as scheduled by the work force management team and inline with the weekly focus agenda set by the Operations Managers
• Ensure regular feedback is given to Agents with regards to action plans that have been set
• Ensure all relevant business communications are communicated to the team as and when required

1. 3. Reporting and Administration

• Sign off Agents timesheets on a weekly basis
• Track and accurately update operational performance files for Agents on a weekly basis
• Compiling and sending reports as required by the business for relevant updates

1. 4. Customer Satisfaction

• Drive the focus on improving the customer experience on every interaction through call listening, quality checking, coaching and feedback
• Work to resolve all customer queries that are escalated or are identified as detracting from the positive customer experience that we intend to generate
• Drive teams performance on systems and all metrics in accordance to the contractual obligation.

CALL CENTRE OPPORTUNITY

APPLY TODAY!

We looking for customer-centric individuals to join our vibrant team!!!

Minimum requirements

6  months call centre experience or 6 months strong customer service experience

Ability to work within a 24-hour shift environment

Credit and criminal clear

Valid Matric

Excellent communication skills

Excellent Computer Skills

Spanish Speaking Call Centre Agents

We are searching for Fluent Spanish 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
• 1 year Customer Service Experience dealing with credit cards
• Spanish and English verbal & written communication skills
  
• Availability to work shifts (International Call Centre)
• SA ID or a Valid work permit