Sales and Service Coach

7 months ago


Cape Town, South Africa FirstRand Full time

About us, purpose, experience and qualifications

**about us**:

- make a promise
- be deeply invested
- value our differences
- build trust, not territory
- have courage
- always do the right thing

**purpose**:

- To support performance improvement of individuals through on the job coaching and training, in order to continuously enhance service delivery.**experience and qualifications**:

- Relevant Certificate/Diploma in Teaching or Facilitation.
- 2 -3 Years experience in individual coaching and contact centre quality assurance.**additional requirements**:
**responsibilities**:

- Identify and escalate potential risks which may lead to increased costs.
- Be aware of own work delivery against cost parameters within the department.
- Adhere to standards and procedures to reduce costs.
- Identify process improvements in order to save costs.
- Adhere to shared company values and service standards with regard to customer interaction.
- Resolve customer dissatisfaction/complaints by taking ownership of the problem.
- Analyse customer feedback to help improve customer service.
- Ensure that delivery is accurate, timeous and of an acceptable standard.
- Ensure that product knowledge and advice is technically accurate.
- Know and understand customer needs in order for agents to deliver a quality service.
- Propose ideas to improve customer service.
- Assist with the implementation and maintenance of the customer service plan.
- Maintain and improve standards of customer service delivery across area of responsibility.
- Diagnose the root cause of problems and identify solutions to solve them.
- Review Customer Service performance in line with the company policy.
- Coaches and develops staff in order to entrench a high-performance culture and customer care excellence.
- Identify effective activities to address own development gaps.
- Create own development plan and review plan with line manager.
- Understand which competencies and skills are required to be mastered to ensure personal development and performance.
- Contribute to team success by ensuring team commitment and cohesion.
- Value individual contributions and show respect for others.
- Share best practices that will benefit the team.
- Respect diversity and value inclusivity.



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