Call Centre Agent

5 days ago

Sandton, South Africa Ster-Kinekor Theatres Pty Ltd Full time

**Call Centre Agent Job Duties**:

- Complaint resolution rate in line with company policy and guidelines
- Call quality, ensuring that the guest is provided with the best services in each interaction.
- All unresolved complaints should be escalated, followed up and feedback provided to the guest in line with the escalation process.
- Provide accurate and up-to-date information about movies and showtimes.
- Promoting and managing our customer loyalty program.
- Ensure information accuracy in all feedback provided to guests on various products.
- Fully understanding the refund policy from start to finish
- Adherence to schedule (Weekly and monthly roster)
- Compliance with quality standards and procedures
- Abandoned call rate should be in line with department SLA.
- Average call handling time should be in line with business rules.
- All daily checklists should be submitted before the start of the shift.
- Knowledge of the movie theatre's operations, policies, and procedures.
- Knowledge of the movies showing, showtimes, and available promotions and discounts.
- Familiarity with ticketing systems, loyalty programs, and payment processing.
- Understanding of guest service principles and practices.
- Knowledge of basic computer skills and phone systems.

**Qualifications**:

- Matric (essential)
- A Diploma/Degree would be advantageous.

**Experience and Knowledge of**:

- Previous call centre experience
- Customer Service Experience
- Proficiency in Microsoft Office Suite
- Hands-on experience with office equipment

**Skills**:

- Excellent communication skills, both verbal and written.
- Active listening skills and the ability to understand customer needs and concerns.
- Strong customer service skills and the ability to provide solutions to customer issues.
- Sales and marketing skills to promote movies, concessions, and loyalty programs.
- Strong organizational and time management skills to handle multiple calls and tasks simultaneously.
- Ability to work under pressure in a fast-paced environment.
- Attention to details and accuracy in handling customer requests and transactions.
- Adaptability and flexibility to handle changes in movie schedules or customer requirements.
- Patience and empathy when dealing with customers and their concerns.
- Ability to work as part of a team and collaborate with colleagues to achieve common goals.

**Key Attributes**
- Strong communication skills (both oral and written) - clear voice.
- Strong customer service orientation
- Strong relationship building skills.
- High energy levels
- Going the extra mile
- Passionate about movies
- Time management
- Multi-tasking
- Professionalism
- Customer service attitude/skill
- Ability to work without a personal cell phone

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