Senior Call Centre Consultant

1 day ago

East London, South Africa Abantu Staffing Solutions Full time

**Overview**:
This position is based within the Student Experience team, and reports to the Team Leader: Student experience. The role requires you to provide outstanding service to iQ’s customers (potential and existing students) by engaging professionally through various channels, providing timeous responses and working closely with team members and other departments.

**Minimum requirements**:

- Matric or equivalent (essential)
- Certificate or Diploma in Customer Service or Public Relations (advantageous)
- Proficient in English and 1 or more African languages (essential)
- 3-5 years of experience in a high-volume call centre environment
- Track record as a high-performing individual in a Call Centre
- Proficiency with MS Office Suit
- Digital Literacy
- Experience in CRM software
- Strong typing skills and telephonic skills

**Responsibilities**:

- Adapting the brand voice and communicating with students and prospective students through inbound / outbound channels.
- Managing channels in line with the departmental strategy, requirements, and guidelines.
- Responding efficiently and effectively to inbound and outbound conversations and enquiries by explaining possible solutions and ensuring that students feel supported and valued.
- Engaging in active listening with students, confirming or clarifying information and diffusing angry students, as needed.
- Building lasting relationships with students and other stakeholders based on trust and reliability.
- Utilising software, databases, scripts, and tools appropriately.
- Understanding and striving to meet or exceed call centre metrics while providing excellent consistent customer service.
- Taking part in training and other learning opportunities to keep abreast with the latest developments within the organisation.
- Adhering to all company policies and procedures.
- Updating existing customer information according to standard operating procedures
- Provide alternative solutions with an aim to retain the customer's business.
- Alert team leaders of trends in conversations i.e. increase in particular queries
- Pro-actively engage with team leaders and other stakeholders to identify potential campaigns to support the organisation goal of having well informed students.
- Interpret and identify potential brand damaging situations which could harm the business image and to escalate this to management for resolution.
- Consistently living the values of the brand and business at all times.

**Competencies**:

- Building Organizational Relationships
- Customer Centricity
- Inspiring Trust and dependability
- Team and organisational Commitment
- Self-confident
- Creativity / Innovative
- Making seasoned judgements
- Adaptability
- Can work independently
- Professional verbal and written communication
- Active listening

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