Customer Services Agent

2 weeks ago

Rosebank, Western Cape, South Africa SPARK Schools Full time

SPARK Schools is a social impact disruptor and is leading change in the education space through its network of affordable private schools.

The SPARK Schools network provides transformational education innovation through Africa's first blended learning model, which elevates student achievement and provides the tools teachers need to serve their students effectively.


The blended learning model, which combines classroom teaching and online instruction, allows teachers to anticipate student needs and equips schools to provide personalized education at an affordable cost.

SPARK Schools is pioneering this transformative education model to ensure the accessibility of university and careers for all.


SPARK Schools is a high growth, mission and values-driven entrepreneurial organisation, operating 20 primary schools, 4 high schools and serving over 15,000 families in 2023.

We are looking for dynamic people to join our team.

Purpose of Role:


The Customer Services Agent - Administration in the SPARK Schools network, plays an integral role in the Customer Services Team by maintaining accurate records, enrollment documentation and ensuring efficient customer onboarding through quick turnaround times, robust quality assurance and vetting of all the required documentation.


Performs other ad hoc tasks in support of the Customer Services Manager from time to time such as hiring and training, and keeping management updated on the team's performance.

Communicates company goals, safety practices, and deadlines to the team. Takes ownership and accountability until a resolution is reached or achieved. Conducts ad hoc audits and training with Office Managers and School Operations Managers.

Reports To:
Customer Services Manager

Responsibilities:

  • Oversees and answers inbound calls from customers, parents regarding all administrative enrolment queries.
  • Develops internal reports detailing targets and trends
  • Updates respective account information on CRM and other relevant platforms utilised in fulfilling the required tasks
  • Provides quality customer service on every request for information and clearly communicates with customers, parents, academic and school operations staff
  • Provides differentiated services based on the needs of the customer, parent, academic and school operations staff
  • Delivers relevant solutions that demonstrate understanding of the customers, parents, academic and school operations staff needs
  • Performs the role of a strong brand ambassador who can deliver exceptional service to customers, parents, academic and school operations staff
  • Delivers memorable positive experiences for every prospective parent and stakeholder
  • Accurately and confidently handles all customer, parent, academic and school operations staff enquiries using troubleshooting skills, effective communication, active listening and problem solving skills
  • Customer focused and strives to reach first call resolution results
  • Works directly with the Customer Services Team by assisting them to meet targets by providing weekly coaching sessions
  • Proactively defuses problems or issues and provides feedback to the respective teams impacted or affected
  • Enhances customer satisfaction levels through loyalty, advocacy and positive word of mouth
  • Evaluates the effectiveness of customer service and drives continuous process improvements and CRM system enhancements to ensure customer satisfaction exceeds expected service levels
  • Collaborates with school leaders and office managers to ensure that all enrolment information is effectively transmitted to school sites.
  • Participates in and drives own professional development
  • Conducts self in a professional manner at all SPARK events and with all stakeholders.
  • Promotes the vision and mission of SPARK Schools Support to SPARK Schools Support staff and SPARK Schools staff, scholars, families, and the greater community.
  • Actively participates in School Open Days
  • Helps develop, create, and implement enrolment quality processes and procedures; as well as make recommendations for enhancements to training materials as needed to enhance the overall Customer Experience.
  • Monitors calls and reviews and provides trend data, quality reports and feedback to the Customer Services Manager
  • Coordinates and facilitates call calibration sessions for call center staff.

Requirements:

Qualifications and Criteria:

  • Matric/Grd 12 Certificate (Essential)
  • Customer Experience/Quality Assurance Training (Essential).
  • Undergraduate Degree / Diploma (preferred).
  • 23 years' Call Center experience in an administration call center environment (Essential)
  • At least two years of experience in the field of meeting and exceeding targets
  • At least two years in a customer focused environment
  • At least two years planning, implementing and evaluating employee relations and HR policies, programs and practices

Skills and behavioural qualities:

  • Excellent verbal, written and inter

  • Customer Service Agent

    2 weeks ago

    Rosebank, Western Cape, South Africa SPARK Schools Full time

    SPARK Schools is a social impact disruptor and is leading change in the education space through its network of affordable private schools. The SPARK Schools network provides transformational education innovation through Africa's first blended learning model, which elevates student achievement and provides the tools teachers need to serve their students...

  • Customer Service Agent

    2 weeks ago

    Rosebank, Western Cape, South Africa SPARK Schools Full time

    SPARK Schools is a social impact disruptor and is leading change in the education space through its network of affordable private schools. The SPARK Schools network provides transformational education innovation through Africa's first blended learning model, which elevates student achievement and provides the tools teachers need to serve their students...

  • Customer Care Agent

    2 weeks ago

    Rosebank, Western Cape, South Africa Cartrack Full time

    Listing reference: cartr_000415Listing status: Online-Position summaryIndustry:Telecommunication ServicesJob category:Service AdvisorLocation:RosebankContract:PermanentEE position:NoIntroduction We have a great opportunity for seasoned Customer Care Agents We're a worldleading smart mobility tech company with over 1,750,000 subscribers across 23 countries....

  • Customer Service Agent

    2 weeks ago

    Rosebank, Western Cape, South Africa Believe Resourcing Full time

    About our Client:They are a global community of passionate, fun-loving people who thrive on making a difference on behalf of the world's most exciting brands.They thrive on making a difference in the lives of people and businesses. They bring together passionate, fun-loving people and give them the freedom and tools they need to look after their clients'...

  • Customer Service Agent

    2 weeks ago

    Rosebank, Western Cape, South Africa Believe Resourcing Full time

    About our Client:They are a global community of passionate, fun-loving people who thrive on making a difference on behalf of the world's most exciting brands.They thrive on making a difference in the lives of people and businesses. They bring together passionate, fun-loving people and give them the freedom and tools they need to look after their clients'...

  • Reservations Agent

    2 weeks ago

    Rosebank, Western Cape, South Africa Valor reimagining hospitality Full time

    Valor Hospitality Partners is a leading hotel management company. We are seeking a dynamic, experienced and motivated individual to join our team at voco The Bank, Rosebank as a Reservations Agent with relevant experience and exceptional skills using OPERA PMS.Key Responsibilities: Process reservations accurately and efficiently using OPERA PMS. Maintain...

  • B2b Sales Agent

    2 weeks ago

    Rosebank, Western Cape, South Africa Cartrack Full time

    Listing reference: cartr_000485Listing status: Online-Position summaryIndustry:Call Centre IndustryJob category:IT and TelecommunicationsLocation:RosebankContract:PermanentEE position:NoIntroduction This is a fulltime onsite role based in Johannesburg for a B2B Sales Agent.Job description The Sales Agent will be responsible for acquiring new business...

  • Customer Service Analyst

    2 weeks ago

    Rosebank, Western Cape, South Africa Cool Ideas Service Provider Full time

    Cool Ideas, leading ISP in Rosebank Johannesburg requires a Customer Service Analyst to join our team**Job Functions: Logging of incoming tickets Handle first line troubleshooting Customer service calls (All departments) Provide technical support Escalations of queries Willing to perform shift work Provide follow up supportExperience and Knowledge required:...

  • Debt Collections Agent

    2 weeks ago

    Rosebank, Western Cape, South Africa Cartrack Full time

    Listing reference: cartr_000434Listing status: Online-Position summaryIndustry:Telecommunication ServicesJob category:Service AdvisorLocation:RosebankContract:PermanentEE position:NoIntroduction We have great opportunity for Collection Agents to join our team where you will be responsible for the recovery of outstanding payments from debtors. We're a...

  • Credit Sales Agent

    2 weeks ago

    Rosebank, Western Cape, South Africa Evamattics Group Full time

    Exciting Opportunity for Young Professionals at XACT (a subsidiary of Evamattics Group)XACT is a dynamic spin-off business dedicated to providing personalised financial services solutions at any point of an individual's financial journey.Our platform utilises advanced data aggregation techniques to understand consumers' needs better. We believe in empowering...

  • Team Leader

    2 weeks ago

    Rosebank, Western Cape, South Africa Delivery Full time

    Our current openings offer challenging and rewarding experiences. Check them out and help us change the way people shop in their neighborhoods. We look forward to hearing from you.- effective management within the team. Ensure delivery of KPIs within your team including quality, efficiency and attrition targets Manage and coach advisors to ensure performance...

  • Hotel Receptionist

    2 weeks ago

    Rosebank, Western Cape, South Africa Valor reimagining hospitality Full time

    Brief:Experienced Hotel Receptionist required.Valor Hospitality Partners is a leading hotel management company. We are seeking a dynamic, experienced and motivated individual to join our team at voco The Bank, Rosebank as a Hotel Receptionist/Guest Relations Agent.As a Hotel Receptionist, you will be responsible for ensuring that our guests have an...

  • Internal Sales Administrator

    2 weeks ago

    Rosebank, Western Cape, South Africa Master Human Resources Full time

    Responsibilities Sales Documentation Management: Assist Field Agents and CX with acquiring all paperwork pertaining to sales. Order Processing: Customer communication: Work along with the sales staff to efficiently handle consumer complaints and transmit feedback. Extract intelligent dashboards and reports that provide important information about key...

  • Call Centre Agent

    2 weeks ago

    Rosebank, Western Cape, South Africa Blue Mercury Financial Services Full time

    Blue Mercury is the only outsourced call center for dial direct in South Africa, Dial direct is the only insurer who pays daily cashback to clients and gives you 75% of your premium back. No Insurer has any benefits close to thisIts an exciting opportunity for any manager as you will be the only person in South Africa with this opportunity, you are allowed...

  • Inbound Sales Advisor

    2 weeks ago

    Rosebank, Western Cape, South Africa Blue Mercury Financial Services Full time

    Blue Mercury is looking for individuals to close hot leads, you will have a team of agents creating quotes for you and live transferring the client over to you, for you to close.RE IS A MUST IF YOU HAVE BEEN ON A LICENSE BEFORE AS YOU WILL BE GIVING ADVICEWe offer a basic salary and uncapped commission, with no retainers or claw-backs. Commission and basic...

  • IT Service Desk Analyst

    2 weeks ago

    Rosebank, Western Cape, South Africa Lineker Solutions Full time

    Main Responsibilities: First point of contact for customers endusers during the scheduled shift period Provide 1st level IT support telephonically and/or via remote take over Adhere to the KPIs and SLAs agreed with the customer Ownership of all tickets throughout the ticket lifecycle Directly reporting into the allocated TL for the account and will be...

  • IT Technician and Support Agent

    2 weeks ago

    Rosebank, Western Cape, South Africa Thwack Full time

    Responsibilities: Provide technical support to endusers for hardware and software issues Install and configure computer systems, software, and peripherals Troubleshoot network and computer system problems and diagnose hardware and software issues Install, maintain, and upgrade computer systems and network equipment Collaborate with internal teams to develop...

  • Collections Officer

    2 weeks ago

    Rosebank, Western Cape, South Africa 3Sixty Life Limited Full time

    3Sixty Life Limited has been underwriting life and assistance policies for groups and individuals since 1993. We are a registered life insurance business that offers a wide range of life and related products to groups and individuals.3Sixty Life is looking to appoint a Collections officer,Under Management of HOD, the Premium Collections Officer, Main...

  • Airfare Specialist

    2 weeks ago

    Rosebank, Western Cape, South Africa HRInsync Full time

    Airfare Specialist - RosebankPurposeWorking within a World Class Call Centre environment, the Airfare Specialist is a customer service-driven individual who takes pride in ensuring team members have all the information they require to provide excellent customer service and convert sales. From handling back-office information to supporting all things...

  • Contact Centre Administrator

    2 weeks ago

    Rosebank, Western Cape, South Africa De Beers Group of Companies Full time

    Company Description Global Shared Services (GSS) is a critical asset for Anglo American and De Beers enabling the delivery of functional service work for Finance & People Services to all Business Unit and Group Functions.The vision for Global Shared Services (GSS) is to be an exceptional Shared Services organisation, with inspired people, delivering flawless...