Contact Centre Agent - Intermediate

Recruiter:

ICT Engage

Job Ref:

ZR_126_JOB

Date posted:

Sunday, March 16, 2025

Location:

Germiston, South Africa

Salary:

R12k+ negotiable based on experience

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

POSITION INFO:

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 transactions, effectively resolve customer issues, complaints and inquiries; keep customer satisfaction at the core of every decision and behaviour.

Financial 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 (SLA’s 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 Agent’s 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

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