Call Centre Consultant
9 hours ago
**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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