Contact Centre Agent – Intermediate
Posted on 2025-03-19
| Salary | R12k+ negotiable based on experience |
|---|---|
| Category | Sales |
| Location | Ekurhuleni / Germiston |
Job Summary
Responsibilities:
To complete transactions and interactions accurately and in line with SOP so that there are no financial losses to the client To incur zero damages to Company equipment due to negligence or carelessness To transact in line with SOP accurately so that financial risk to the Company is minimized and there are no financial losses Customer
Responsibilities:
To monitor customer interactions across multiple channels and share information to the Sales & Service Centre Manager so that mandated service levels standards (SLAs with SOP) are maintained in order for the market share objectives of the Sales department to be achieved. Handle inbound customer interactions within prescribed turnaround times Handle outbound customer interactions (on request) within prescribed turnaround times Follow communication “scripts” when handling different topics Identify customers needs, clarify information, research every issue and provide solutions and/or alternatives as per standard operating procedures Identify and escalate priority issues as per escalation procedure Update existing customer information on CRM as per standard operating procedures Keep records of all conversations in our Sales & Service centre database in a comprehensible way Operational
Responsibilities:
Adhere to standards and guidelines, recommending improved procedures Meet personal/team qualitative and quantitative targets as set out in performance scorecard Build sustainable relationships and engage customers by going the extra mile Follow-up with outstanding operations on a daily basis to ensure case resolution and departmental compliance. 1. Be available to sell to and service our Customers Log onto the OMNI in line with time and attendance requirements Log onto Mitel in line with time and attendance requirements Manage breaks in line with policy 2. Transact in line with SOP Quote and invoice in line with SOP based on each customer request Ensure that any updates to the SOP are timeously read and implemented Question with Sales & Service Centre Management if required 3. Follow up on Open Cases Every 15 minutes, check open cases on Agents name and follow up where required At the end of every day, check open cases and ensure all are actioned correctly 4. Outbound cases completed on request Conclude outbound cases upon request from Management Record notes pertaining to the call on comment field 5. Report and Escalate Immediately flag suspicious transactions Immediately flag transactions with breach SOP Immediately flag irate customers or breakdowns in positive service delivery experiences for our customers Report on Consultant and rep escalations in line with SOP Immediately escalate faulty equipment that impedes the Consultant ability to successfully complete transactions Learn & Grow
Responsibilities:
1. Self Development Update job knowledge by studying new product descriptions; participating in internal and external educational opportunities as per Personal Improvement Plan Actively participate in the ongoing Learning and Development Initiative by use of internal resources provided ie Bookboon. 2. Housekeeping Ensure that the client““““““““““““““““““““““““““““““““s professional corporate image is maintained Ensure that professionalism in appearance and conduct is maintained, be properly equipped with the correct tools to do the job of a Sales & Service Centre agent Participate in ad hoc projects Monitor and ensure that work areas are neat and conducive to efficient workflow Escalate any health and safety risks Requirements Decision Making Criteria: Operate within set standard operating processes Technical Competencies/Knowledge: Intermediate Microsoft Office skills A natural aptitude for mathematics and statistics Attention to detail Basic reading comprehension skills Problem solving skills Excellent written and verbal communication skills and business acumen Customer-centric attitude Back office and billing systems knowledge Conflict resolution Willingness to adapt to an ever-changing environment Copes well under pressure Good time keeping Telephone etiquette Qualifications/Experience: Matric / Senior Certificate Sales & Service Centre experience of 12 months advantageous Tyre Industry experience of 12 months advantageous Retail experience of 6 months advantageous Salesforce experience advantageous Sage Evolution experience advantageous
Contact Centre Agent – Intermediate position available in Ekurhuleni, Germiston. This job position was posted by . The job has been posted on 2025-03-19 in the Sales category
Click Go Apply to apply online!
You might also like these jobs in the same area.
Apply directly for this position. Please read all instructions carefully.
We do not process job applications; we simply aggregate and display job listings.
More related positions
Germiston: Contact Centre Agent – Intermediate
We are looking for a contact centre agent to act as a liaison between our client, within the tyre industry, and its internal and external current and potential customers. In this position you will accept ownership for concluding quote and invoice sales tra
View Job
Contact Centre Agent – Intermediate
Randburg: Contact Centre Agent : Payjoy
Customer Service Agents Based in Randburg Shifts between 08:00 am- 18:00 pm Working from Monday to Saturday OVERALL PURPOSE OF JOB: Process customer service and technical service enquiries through inbound calls and provide end-to-end service. Main Respons
View Job
Contact Centre Agent
Pretoria: Account Executive: Contact Centre
Job Objectives Create detailed business plans to facilitate the attainment of goals and quotas Manage the entire sales cycle from finding a client to securing a deal Unearth new sales opportunities through networking and turn them into long term partnershi
View Job
Account Executive
Randburg: Vodacom Prepaid : Contact Centre Agents
Overall Purpose: The Customer Service Agent is responsible to effectively assist customers with general and specific queries and providing them with excellent service. It is imperative that accurate information is provided to the customer and that calls w
View Job
Vodacom Prepaid
Cape Town: Outbound Contact Centre Sales Agents – Shifted posted by Mindmatch Consulting
The primary function of the Senior Agent: Inside Sales is to proactively engage with potential customers telephonically and promote products and/or services offered by the Company with the aim of generating sales and increasing revenue.These agents work in
View Job
Outbound Contact Centre Sales Agents – Shifted
Sandton: Contact Centre Supervisor posted by Telebest
1 - 2 years` experience in a Team leader roll in a call centre environment (more than 50 seats)Experience in Quality Assurance and Performance MetricsTeam ManagementHR Disciplinary managementConflict managementBuild framework with a standard operating mode
View Job
Contact Centre Supervisor
Johannesburg: Contact Centre Agent posted by Cre8work!
Job descriptionRequirements Matric is compulsory Strong communication skills Presentable Clear criminal recordDuties and ResponsibilitiesAnswering phones from customers professionally and responding to customer inquiries and complaintsResearching required
View Job
Contact Centre Agent
Sandton: Contact Centre Manager posted by Telebest
Grade 12 with a Bachelor`s in Business Management7 years` experience managing a contact / call centreExperience in the Travel and or Tourism industry advantageousExperience in managing and working with budgets.Experience in starting up new call centers (In
View Job
Contact Centre Manager
Cape Town: Contact Centre Advisory posted by RecruitCo (Pty) Ltd
Our international client is looking for a Contact Centre Advisory to be based in the Cape Town area. This will be a permanent position.Requirements:Must be fluent in German.Shift work required (UK GMT)Monday to Friday: 08h00 20h00Saturday & Sunday: 09
View Job
Contact Centre Advisory
Cape Town: Hr Specialist Bpo/Contact Centre Cape Town posted by CallForce
We are seeking an HR Specialist to oversee insourced and or outsourced staff deployed in the BPO/Contact Centre sector in Cape Town. The successful candidate should be able to build and maintain Strong relationships with external clients and internal stake
View Job
Hr Specialist Bpo/Contact Centre Cape Town
Johannesburg: Team Leader (Contact Centre) posted by Salt Employee Benefits
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. Coaches the team in order to ensure quality of delivery meets the appropriate standard. Communicates informati
View Job
Team Leader (Contact Centre)
Sandton: Contact Centre Agent : Payjoy posted by Ison Xperiences
Customer Service Agents Based in Randburg Shifts between 08:00 am- 19:00 pm Working from Monday to Sunday OVERALL PURPOSE OF JOB: Process customer service and technical service enquiries through inbound calls and provide end-to-end service. Main Responsi
View Job
Contact Centre Agent
Randburg: Vodacom Prepaid : Contact Centre Agents posted by Ison Xperiences
Overall Purpose: The Customer Service Agent is responsible to effectively assist customers with general and specific queries and providing them with excellent service. It is imperative that accurate information is provided to the customer and that calls
View Job
Vodacom Prepaid
Randburg: Contact Centre Agent : Payjoy posted by Ison Xperiences
Customer Service Agents Based in Randburg Shifts between 08:00 am- 18:00 pm Working from Monday to Saturday OVERALL PURPOSE OF JOB: Process customer service and technical service enquiries through inbound calls and provide end-to-end service. Main Respon
View Job
Contact Centre Agent
Cape Town: Client Contact Centre Administrator posted by AtripleA recruitment & temps
Job Title:Client Contact Centre Administrator (Cape town)Job Description:The Client contact centre is responsible for the inbound telephonic servicing of the individual policyholder and brokers with the aim of providing a first call resolution experience,
View Job
Client Contact Centre Administrator
Cape Town: Client Contact Centre Administrator posted by AtripleA recruitment & temps
Job Title: Client Contact Centre Administrator (Cape town)Job Description: The Client contact centre is responsible for the inbound telephonic servicing of the individual policyholder and brokers with the aim of providing a first call resolution experience
View Job
Client Contact Centre Administrator
Cape Town: Client Contact Centre Administrator posted by AtripleA recruitment & temps
Job Title: Client Contact Centre Administrator (Cape town)Job Description: The Client contact centre is responsible for the inbound telephonic servicing of the individual policyholder and brokers with the aim of providing a first call resolution experience
View Job
Client Contact Centre Administrator
Midrand: Disabled Contact Centre Agent Nqf 2 posted by AtripleA recruitment & temps
Position: Disabled Contact Centre Agent NQF 2Location: JohannesburgRequirements:• Have successfully completed Grade 12 (Matric), although strong candidates who successfully passed Grade 11 will be considered. • Have Maths and / or Science at Grad
View Job
Disabled Contact Centre Agent Nqf 2
Johannesburg: Disabled Contact Centre Agent Nqf 2 #Atriplea posted by AtripleA recruitment & temps
We are currently recruiting for learners with disabilities in the following area:Position: Contact Centre Agent NQF 2 #AtripleALocation: JohannesburgRequirements;• Have successfully completed Grade 12 (Matric), although strong candidates who successfu
View Job
Disabled Contact Centre Agent Nqf 2 #Atriplea
Johannesburg: Contact Centre Agent (Travel – Cruise Line) posted by Isilumko Staffing
One of our international cruise line clients are in need of experienced Contact Centre Agents to join their JHB team.Qualifications and experience:MatricTravel and tourism diploma No less than 2 years` contact centre experience Strong background in reserva
View Job
Contact Centre Agent (Travel – Cruise Line)
Johannesburg: Contact Centre Supervisor (Hospitality/Tourism) posted by Isilumko Staffing
Job Purpose:The Supervisor is responsible for managing the team`s daily operations, ensuring adherence to corporate service standards, including a maximum 5% lost call rate (seasonal). Motivate staff to maximize sales opportunities, exceeding revenue targe
View Job
Contact Centre Supervisor (Hospitality/Tourism)
Sandton: Quality Analyst (Contact Centre) posted by Telebest
MatricDiploma in Business Management or equivalent2-4 years` experience in a Call Centre environment in a position of assisting call centre agentsEnsure quality assurance standards are maintained by all agentsExperience in implementing and monitoring corre
View Job
Quality Analyst (Contact Centre)
Sandton: Contact Centre Manager posted by Telebest
MatricB Com Business Management or equivalentContact Centre Certification 6-7 years` experience in a contact / call centreUnderstand call centre technologiesTravel and Tourism industry advantageousCoachingStable track record managing contact centre of over
View Job
Contact Centre Manager
Johannesburg: Contact Centre Agent – Travel & Reservation
Are you passionate about travel and customer service? One of our international cruise line clients is looking for experienced Contact Centre Agents to join their dynamic team in Johannesburg . If you have a background in reservations, sales, or the travel
View Job
Contact Centre Agent – Travel & Reservation
Johannesburg: Contact Centre Agent €“ Travel & Reservation posted by Isilumko Staffing
Are you passionate about travel and customer service? One of our international cruise line clients is looking for experienced Contact Centre Agents to join their dynamic team in Johannesburg. If you have a background in reservations, sales, or the travel i
View Job
Contact Centre Agent €“ Travel & Reservation