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Contact Centre Agent | Altron

The First Line function will ensure that all activities related to the resolution of all Telelsales queries are resolved at first point of escalation and agreed SLAs are adhered to:- To ensure maximum service delivery to customers
– To reduce re-work due to process failures
– To improve customer experience through FCR and improving NPS
– To identify process gaps and provide BI with solid base to ensure improvement

Duties And Responsibilities
– Service Level Agreements (SLAs) – Ensure delivery within SLA, i.e. Online, Saves/ Upgrades and Vodacom Direct, VEA (Vodacom Employee Advantage),
– Escalations- Handling of escalations including daily queries, process and systems failures related to deliveries,
– To ensure non-compliance to SLAs is addressed with the relevant stakeholders,
– Account queries – Management of all Sales related queries (including problem parcels, returns and credit note initiation),
– Business Improvement Trend identification within Vodacom Direct and Trade Partner queries to improve operations by looping back into Vodacom Telesales support team
– Repeat Call Management (end to end process management including LTR),

– Target Driven
– Team Player
– Goal orientated
– Self-motivated
– Ability to perform under pressure
– Adapt to change
– Persuasiveness
– Resilience/Tenacity
– Sound Time Management
– Self-managed
– Attention to detail
– Ability to learn quickly and apply knowledge
– Speak English fluently

– Minimum 1-year telecommunication experience
– Excellent Communication & written skills in English
– A 2nd language is a requirement.
– Serious and passionate about customer service and working in a customer service industry
– Customer service experience
– Grade 12
– MS Office

Location: Randburg, Gauteng

Closing Date: 26 November 2021

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