Contact Centre Agent

2 months ago

Sandton, South Africa The Redsky Group (Pty) Ltd Full time

**KEY RESPONSIBILITIES**

The role of a Call Centre Agent includes but is not limited to the following responsibilities:

- Providing world-class service to all of our players
- Strive for ‘first-contact-resolution’ on all customer queries
- Ensuring that all communication and volume received during their respective shift is dealt with in the required timeframe and manner
- Staying beyond shift hours to complete communication and volume received during their respective shift to ensure a clean shift handover
- Ensuring that any and all communication with our players is of the required standard and expected quality
- Follow company policies and procedures to ensure the retention of all players
- Completing assigned outbound tasks within the required timeframe
- Liaising with the Senior Agents/Floor Managers to hand over player related issues
- Monitoring internal systems and informing the Floor Manager on duty if these are not operating, or responding, correctly
- Enhancing/improving player /customer experience and relationships
- Keeping their finger on the pulse of player experience and communication, liaising with Senior Agents / Floor Managers offering insights and improvements that can be implemented based on player experience
- Performing consistent customer service competitor analysis in order to offer insight and opinion on how the business can improve its services to our players
- Continued self-improvement through ensuring up skilling and training is requested when the need arises
- Operating as part of a team/unit
- Correctly recording all communication with our users/clients
- Correctly escalating queries to other departments (should the need arise)
- Follow company policies and procedures when recording all communication with our players
- Follow company policies and procedures when escalating queries to other departments (should the need arise)
- Live the values of the brand and business at all times

**SKILLS AND EXPERIENCE REQUIRED**
- Minimum of 3 years’ customer service experience within a large volume call center
- Must have a passion and good knowledge of sports, sports betting and betting markets
- A clear voice and excellent telephonic and written communication skills
- Typing skill and accuracy of an average of 40 words per minute with 90% accuracy
- Strong attention to detail and distinct ability to identify and solve problems
- The ability to swiftly adapt to changes in workplace and industry
- A strong work ethic and sense of responsibility
- Target and quality driven nature
- Ability to multi-task and work well under pressure
- Solution oriented - self-starter with a can-do attitude
- Responsible individual with good timekeeping

**Must have**:

- Diploma - NQF Level 6

**Beneficial**:

- Customer Service diploma (or equivalent qualification)
- Social Media and IM experience and qualification

**ADDITIONAL REQUIREMENTS**
- Must be willing to work shifts. The Call Centre is a 24-hour operation and agents work on a rotational shift basis
- Essential - must have own (reliable) transport
- Must be flexible on overtime (should it be required)

**Job Types**: Full-time, Permanent

Pay: R14 000,00 - R20 000,00 per month

Application Question(s):

- Are you able to work shifts? This is inclusive of graveyard shifts that may fall on weekends and/or public holidays.
- Are you a sports fanatic? Tell us about your favourite team, previous sporting history & customer service background. Include this in your CV to ensure an advantage in the recruitment process.

**Education**:

- Diploma (required)

**Experience**:

- Customer service: 3 years (required)

**Language**:

- English (very well) (required)

Application Deadline: 2024/10/16
Expected Start Date: 2024/11/01

  • Quality Analyst

    6 months ago

    Sandton, South Africa Telebest Full time

    MatricDiploma in Business Management or equivalent2-4 years' experience in a Call Centre environment in a position of assisting call centre agentsEnsure quality assurance standards are maintained by all agentsExperience in implementing and monitoring corrective quality assurance actionsAssist Training Officer and Contact Centre Manager with identifying...

  • Call Centre Agent

    7 months ago

    Sandton, South Africa Bluespec Holdings Full time

    **Job Functions**: - Answer incoming calls courteously within SLA - Manage all cases professionally and efficiently within the correct time frames - Provide personalised customer service by responding to the needs of the client - Ensure that all calls are captured on the relevant system (Dreamtec) - Clear knowledge and understanding of our corporate...

  • Contact Centre Manager

    6 months ago

    Sandton, South Africa Telebest Full time

    Grade 12 with a Bachelor's in Business Management7 years' experience managing a contact / call centreExperience in the Travel and or Tourism industry advantageousExperience in managing and working with budgets.Experience in starting up new call centers (International Campaigns) Ability to manage multiple call centre campaigns (all International)Strong staff...

  • Call Centre Agent

    3 months ago

    Sandton, South Africa Just Gym Full time

    Overview **Reference** PFCCA **Salary** ZAR/month **Job Location**: - South Africa - Johannesburg Metro - Sandton **Job Type** Permanent **Posted** Monday, September 2, 2024 **Closing date** 20 Sep 2024 21:59 Planet Fitness Planet Fitness is the largest privately owned Health and Wellness company, having more than 26 years of offering our services...

  • Call Centre Agent

    5 months ago

    Sandton, South Africa The Mercury Group Full time

    Blue Mercury requires call centre agents for Discovery Insure Starting basic salary of R5100 per month + commission Which incudes an attendance bonus of R250 Dial time bonus of R500 Performance bonus of R500 for reaching a quote target Your job role would be to, call clients and do quotation for short term isnurance For senior sale positions basics...

  • Call Centre Team Leader

    5 months ago

    Sandton, South Africa Afrizan Full time

    We are looking for seasoned Team Leaders to join our dynamic team in our Omni Channel Call Centre **Role Purpose** To manage and direct call centre agents in achieving their required daily, weekly and monthly performance targets. To take accountability for Call Centre Agents through daily monitoring, compilation of reports and...

  • Call Centre Agent

    5 months ago

    Sandton, South Africa The Mercury Group Full time

    Blue Mercury requires call centre agents for **Discovery Insure **for our Johannesburg branch Starting basic salary of R5100 per month + commission Which incudes an attendance bonus of R250 Dial time bonus of R500 Performance bonus of R500 for reaching a quote target Your job role would be to, call clients and do quotations for short term insurance You...

  • Agent: Call Centre | Europcar | Bruma, JHB

    2 weeks ago

    Sandton, South Africa Motus Corporation Full time

    The Call Centre at Zulberg Close within Europcar has a permanent opportunity available for a Call Centre Agent. At Europcar we are totally committed to providing car rental rates to our customers and service that lives up to our "Moving your Way" philosophy. This role is rewarding for those who derive satisfaction from being of service, can cope well under...

  • Call Centre Agent

    5 months ago

    Sandton, South Africa Morchents SA Full time

    One of our Prestigious International Client is seeking your expertise in customer service!!! - 1-2 years contact centre experience preferable within banking or financial industry. - Valid Matric/NQF equivalent qualification. - Resides at Alexandra **ONLY**. - Must be criminal and fraud clear. - Must be computer literate. - Ability to work night shifts...

  • Call Centre Agent

    5 months ago

    Sandton, South Africa MyCalling Full time

    **Looking for a job to challenge your excellent customer service skills? Look no further.....**: We are on the lookout for vibrant, energetic, and driven individuals to join our contact centre team of customer service experts for our international client! Our team of expert trainers look forward to teaching you all that you need to know before you hit the...

  • Contact Centre Manager

    5 months ago

    Sandton, South Africa Tych Business Solutions Full time

    **Job ID**: 67296**Date Posted**: Posted 17 hours ago**Location**: Sandton**Job Title**: CONTACT CENTRE MANAGER (DEPOSITS & PAYMENTS) - SANDTON - GAUTENG **Job Function**: Responsible for the Deposits & Withdrawals departments and management of the functions therein. - Recruitment and disciplinary of Team Members - Oversight of Team rostering. - Monitoring...

  • Professional Service Agent

    7 months ago

    Sandton, South Africa PPS Recruitment Full time

    Purpose of the Job:A professional service agent role, reporting to the Team Manager: PPS Operations. Accountable for providing a professional service to PPS members and associated parties via an inbound contact centre model. This role works strictly on a shift work basis including nightshift work.

  • Sportsbook Agent

    4 weeks ago

    Sandton, South Africa Initiate International Full time

    Job Title: Sportsbook AgentWe are seeking a skilled and enthusiastic Sportsbook Agent to join our team at Initiate International. As a Sportsbook Agent, you will be the first point of contact for our customers, handling inquiries, placing bets, and sharing the latest promotions.The key responsibilities of this role include:Handling inbound and outbound calls...

  • Omni Channel Call Centre Agent

    5 months ago

    Sandton, South Africa Afrizan People Intelligence Full time

    It is a **Contact Centre rotational shift environment** where you will be communicating with customers on social media platforms for instance on Facebook, Instagram, and primarily on live chats. You will also be taking Inbound/Outbound client calls as required. The working hours are from **7am to 11pm** and you will be required to work rotational shifts...

  • Sportsbook Agent

    4 weeks ago

    Sandton, South Africa Initiate International Full time

     Sportsbook Agent – Join the Action in Rosebank, Johannesburg! Are you ready to combine your passion for sports with an exciting career? A leading gaming operator in Johannesburg is searching for dynamic, enthusiastic individuals to join their inbound call centre team in Rosebank. If you thrive in fast-paced environments and love delivering...

  • Contact Centre Manager

    5 months ago

    Sandton, South Africa Tych Business Solutions Full time

    **Job ID**: 67298**Date Posted**: Posted 17 hours ago**Location**: Sandton**Job Title**: CONTACT CENTRE MANAGER (DIGITAL x2) - SANDTON - GAUTENG **Job Function**: Responsible for the management and daily reporting of the iBranch Contact Centre - Digital. Responsible for systems and process management, operations management, cost management, resource...

  • Contact Centre Manager

    5 months ago

    Sandton, South Africa Tych Business Solutions Full time

    **Job ID**: 67297**Date Posted**: Posted 17 hours ago**Location**: Sandton**Job Title**: CONTACT CENTRE MANAGER (VOICE x2) - SANDTON - GAUTENG **Job Function**: Responsible for the management and daily reporting of the iBranch Contact Centre - Voice. Responsible for systems and process management, operations management, cost management, resource management,...

  • Quality Assurance Specialist

    1 month ago

    Sandton, South Africa Telebest Full time

    Job SummaryWe are seeking a highly skilled Quality Assurance Specialist to join our team at Telebest. The successful candidate will be responsible for ensuring quality assurance standards are maintained by all agents in our 24-hour contact centre.Key ResponsibilitiesImplement and monitor corrective quality assurance actionsAssist Training Officer and Contact...

  • Call Centre Agent

    3 months ago

    Sandton, South Africa vivo Full time

    **Desired Experience & Qualification** - Call Centre experience within the mobile telecommunication industry - Aftersales Call Centre experience will be preferred - Ability to handle customer escalations autonomously - Customer care orientated - Must be proficient in English, Afrikaans & Zulu (Speak, read and write) - Able to type 37 or more words per...

  • Sportsbook Agent

    4 weeks ago

    Sandton, South Africa Initiate International Full time

     Sportsbook Agent – Join the Action in Rosebank, Johannesburg!  Are you ready to combine your passion for sports with an exciting career? A leading gaming operator in Johannesburg is searching for dynamic, enthusiastic individuals to join their inbound call centre team in Rosebank. If you thrive in fast-paced environments and love delivering...