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  • Call Centre Agent - Learnership

    Merchants Recruitment

    on 2021/07/30

    Cape Town, Western Cape

    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.

    See more

    SalaryMarket Related

    Work TypeContract

  • Service Desk Agent

    Merchants Recruitment

    on 2021/07/19

    Cape Town, Western Cape

    Our company is looking for Service Desk Agent to join the team.

    The purpose of the position is to provide a customer-dedicated Service Desk team to register

    tickets within the prescribed IT Service Management (ITSM) tool and to classify reported

    incidents, requests and queries with the client’s products and undertake immediate efforts to

    restore service for the client.

    Main Duties and Responsibilities:

    • Resolving tickets, where possible, or allocating to the relevant 2nd line expert resolver
    • team for resolution
    • Providing positive confirmation that queries and/or incidents have been resolved
    • Liaising with the company’s incident management team in respect of major incidents and
    • owning the subsequent follow-ups with affected clients
    • Completing usage reports
    • Conduct data loading processes
    • Ensure client satisfaction feedback and remedial actions
    • Continuously improve service offering
    • Participate in Service Acceptance activities that require Service Desk Services to ensure Service Desk is capable of on-boarding
    • Deliver a professional and efficient (first) interface between the company and clients/customers
    • Analyses and interprets calls ensuring that the classification, prioritization and escalation of the requests are correct
    • Ensure that all user details are correct and that discrepancies are to be rectified
    • Ensures all oral and written communication 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 Standard Operating Procedures
    • Takes accountability and responsibility for incident management as per ITIL standards and best practices

    Operational Efficiencies

    • Managing the client interactions with the company’s systems and products, prioritising based on business impact including client queries and/or incidents relating to the following:
    • Access to Customer systems and products
    • Product “How do I?”
    • Product data including Business Information and Consumer Information products
    • Software errors and codes
    • Software issues
    • Connectivity
    • Certificate Renewals
    • Adheres to scheduled shifts, rostered start/end/break times and any scheduled activities
    • Is available to manage all customer interactions as rostered within parameters, inclusive of calls, emails and other tasks
    • 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
    • Adheres to all Service Desk Policies, Procedures, Codes of Conduct and legislative requirements
    • Resolves all client/customer queries within acceptable time frames
    • Meet and exceed productivity and client/customer satisfaction targets, as well as any other performance tarte
    • When any issue is required to be escalated, it will be escalated to the Team Leader as a 1st point of escalation

    How to apply

    Sign up and complete a profile on www.mycalling.co.za

    Minimum experience required:

    NQF Level 4 qualification

    0-6 months experience in Customer Service / Call Centre / Service Desk

    Knowledge / Awareness of ITIL highly advantageous

    Desired Skills

    Customer service orientation (L2)

    Planning and Organising (L2)

    Adaptability (L2)

    Multitasking

    Problem Solving (L2)

    Oral and Written Communication (L2)

    Technical Expertise (L2)

    Attention to detail

    Questioning and Probing

    Knowledge sharing

    Teamwork (L2)

    Good typing ability

    See more

    SalaryMarket Related

    Work TypeContract

  • Spanish Speaking Call Centre Agents

    Merchants Recruitment

    on 2020/06/10

    Johannesburg, Gauteng

    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 
    See more

    SalaryMarket Related

    Work TypeContract

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