Student Contact Centre Agent

3 days ago

Johannesburg, South Africa MHR Full time

**Job Advert Summary**:
Are you a young, passionate, and tech-savvy person with excellent communication skills? Our client, a national emergency medical services company, is looking for new talent to support their contact centre team in **Rivonia, Johannesburg** during peak periods. This presents a great opportunity for a young individual who recently completed high school and is seeking **part-time shifts** in a dynamic and fast-paced environment.

**Minimum Requirements**:

- Completed Grade 12 within the last 2 years.
- Passed Grade 12 with a bachelor's degree admission
- English percentage greater than 65%
- Mathematics percentage greater than 50% OR Maths Literacy percentage greater than 70%
- Available to work in a 24-hour environment, overtime and during holidays
- Flexibility to flexible work shifts with short notice
- Own transport
- Strong communication skills
- Technology savvy with excellent computer skills
- Excellent client relationship skills and service-orientated
- Ability to exercise sound judgement under pressure
- Ability to multi-task efficiently in a fast-paced, stressful environment
- High attention to detail and ability to organise, plan and prioritise
- Effective call handling, including social perceptiveness, active listening and the art of negotiation
- Ability to work in a confined area for long periods of time
- Must have adequate hearing, manual dexterity, and mental disposition to maintain alertness and effectively execute all key job functions

**Duties and Responsibilities**:
**MAIN PURPOSE OF THE JOB**

The Student Contact Centre Agent is responsible for receiving and prioritising emergencies and non-emergency telephone calls from the public. This involves evaluating incoming calls to determine the appropriate level of Emergency Medical assistance required and transmitting information upon request.

**DUTIES AND RESPONSIBILITIES**
- Engages with callers seeking both emergency and non-emergency assistance, assess the situation and ensure the call is directed to the most suitable provincial services
- Gathers relevant information from callers through effective questioning techniques to determine their locations and the nature of their problems
- Operates automated and/or communication equipment, including the computer-aided dispatch terminal
- Maintains a professional and positive client service demeanour in all interactions with callers
- Responds to routine enquiries and directs calls that do not require emergency dispatch to the appropriate departments
- Communicates effectively and efficiently with relevant service providers when necessary
- Promptly escalates issues or concerns to the Supervisor and/or Coordinator as needed
- Supports the mission, vision, and values of the Contact Centre

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