Call Centre Consultant

2 weeks ago


Pretoria, Gauteng, South Africa Ez-shuttle services Full time

Key Performance areas

CUSTOMER SERVICE:

  • Effective customer intelligence;
  • Ensuring monthly errors do not exceed 4 in one month;
  • Effectively and efficiently assist existing and new clients with bookings;
  • Effectively and efficiently handle client's queries;
  • Maintain customer/potential customer data bases;
  • Ensuring that errors don't affect or inconvenience the (clients internal) and further not costing the company financially.

REPORTING:

  • Report incidents and errors immediately to Call Centre Manager.

CORRECT QUOTING:

  • Ensuring that quotations to clients are in correct templates;
  • Ensuring that quotes are correct and in line with current rates within the organisation;
  • Send relevant quotations to customers (ensuring that customers are not over quoted or under quoted as a result affecting the company financially should be kept to a minimum).

SERVICE LEVEL RESPONSE TIME:

  • Meeting response times to clients.
  • Ensuring that calls are answered within 3 rings not putting phone on DND;

Additional
role
Head up all conference work (MICE) - Receiving, quoting, booking and soing all necessary arrangements.

Core competency requirements

ATTENTION TO DETAIL
Good listening skills, detail oriented

BUSINESS ORIENTATION
Know business in order to sell (Rates, Accounts).

EXCELLENT TELEPHONE ETIQUETTE
Ability to respond to clients in a professional manner

TEAM PLAYER
Able to work as a team;
Assist the team when needed/as per operational requirements.

FLEXIBILITY
Ensure your flexibility to meet the needs of the company;
Able to work on weekends and on public holidays when required;
Able to rotate on different shifts as per operational requirements.

EXCELLENT COMMUNICATION SKILLS
Be able to communicate with the clients in a professional and respectful manner and with other team members.

EDUCATION:

  • Grade 12 and;
  • Formal Training or Certificate in Contact Centre and Travel & Tourism.

WORK EXPERIENCE:

  • Minimum 4 years' experience working in the Travel Industry;
  • Knowledge of Administration and clerical processes;
  • Good data and typing skills;
  • Knowledge of call centre customer service Environment;

Ability to commute/relocate:

  • Pretoria, Gauteng: Reliably commute or planning to relocate before starting work (preferred)


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