Call Centre Agent

2 weeks ago

Sandton, South Africa Ster-Kinekor Theatres Pty Ltd Full time

Call Centre Agent Job Duties:

  • Complaint resolution rate in line with company policy and guidelines
  • Call quality, ensuring that the guest is provided with the best services in each interaction.
  • All unresolved complaints should be escalated, followed up and feedback provided to the guest in line with the escalation process.
  • Provide accurate and uptodate information about movies and showtimes.
  • Promoting and managing our customer loyalty program.
  • Ensure information accuracy in all feedback provided to guests on various products.
  • Fully understanding the refund policy from start to finish
  • Adherence to schedule (Weekly and monthly roster)
  • Compliance with quality standards and procedures
  • Abandoned call rate should be in line with department SLA.
  • Average call handling time should be in line with business rules.
  • All daily checklists should be submitted before the start of the shift.
  • Knowledge of the movie theatre's operations, policies, and procedures.
  • Knowledge of the movies showing, showtimes, and available promotions and discounts.
  • Familiarity with ticketing systems, loyalty programs, and payment processing.
  • Understanding of guest service principles and practices.
  • Knowledge of basic computer skills and phone systems.

Qualifications:

  • Matric (essential)
  • A Diploma/Degree would be advantageous.

Experience and Knowledge of:

  • Previous call centre experience
  • Customer Service Experience
  • Proficiency in Microsoft Office Suite
  • Handson experience with office equipment

Skills:

  • Excellent communication skills, both verbal and written.
  • Active listening skills and the ability to understand customer needs and concerns.
  • Strong customer service skills and the ability to provide solutions to customer issues.
  • Sales and marketing skills to promote movies, concessions, and loyalty programs.
  • Strong organizational and time management skills to handle multiple calls and tasks simultaneously.
  • Ability to work under pressure in a fastpaced environment.
  • Attention to details and accuracy in handling customer requests and transactions.
  • Adaptability and flexibility to handle changes in movie schedules or customer requirements.
  • Patience and empathy when dealing with customers and their concerns.
  • Ability to work as part of a team and collaborate with colleagues to achieve common goals.

Key Attributes

  • Strong communication skills (both oral and written) clear voice.
  • Strong customer service orientation
  • Strong relationship building skills.
  • High energy levels
  • Going the extra mile
  • Passionate about movies
  • Time management
  • Multitasking
  • Professionalism
  • Customer service attitude/skill
  • Ability to work without a personal cell phone

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