Contact Centre Agent - Intermediate

SUMMARY:
Experienced contact centre agent within the TYRE INDUSTRY required.

POSITION INFO:

• 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:

• 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
  

• 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.
  

• 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
  

• 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
  

• Every 15 minutes, check open cases on Agent’s name and follow up where required
  
• At the end of every day, check open cases and ensure all are actioned correctly
  

• Conclude outbound cases upon request from Management
  
• Record notes pertaining to the call on comment field

• 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
  

• 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.
  

• 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