Contact Centre Agent - Senior

SUMMARY:
We are seeking a senior consultant to act as a liaison between our client within the tyre industry and their customers.

POSITION INFO:

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:

• 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
  

• Senior role responsibilities would include one or more of the following:
  

1. Dual organisation Consultant
   
2. Sage agent
   
3. Export agent
   
4. Whatsapp agent
   
5. Buddy agent
   

• Dual consultants should be active on both the organisations Sage and maintain their targets in both Organisations
  
• Dual consultants duties include compulsory Export and SOH / CT invoicing functions.
  
• Sage consultants should complete service request cases, CT Invoicing and stock on hold reports in line with SOP
  
• Export consultants should adhere to the Export SOP strictly so that the company is not at financial risk
  
• Whatsapp consultants should complete cases initiated via this channel in line with SOP on Salesforce
  
• Buddy consultants should work with new employees so that onboarding of them is successful.  Buddies should receive positive ratings on their assessments
  

• 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

• 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
  

• 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