Contact Centre Agent - Inbound
Cape Town, Western Cape
Posted 13 April 2018

Job Details

Job Description

Job Description On the Dot, a subsidiary of Media24 in Western Cape, currently requires the services of a Contact Centre Agent - Inbound. We seek to appoint a dynamic and energetic individual to assume responsibility as Contact Centre Agent - Inbound, reporting to the Client Services Team leader. The position will be based at their offices in Paarden Eiland. Main purpose of the role • To assist all Media24 subscribers with queries regarding their subscriptions professionally and in accordance with Service Level Agreements. To Liaise with the relevant service providers in order to provide an efficient service to the subscribers and future prospects.
Minimum Requirements • Grade 12 • At least 2 years’ experience in a Customer Service role or in a call centre environment • General administration skills • Customer handling experience especially difficult customers • Ability to follow instructions and procedures • Proficient in relevant software packages and applications
Skills & Competencies • Good interpersonal and communication skills • Good interpersonal skills • Good verbal and written communication skills in English and Afrikaans • Good listening skills • Telephone etiquette • Customer focused • Analytical • Ability to work under pressure • Drive and tenacity • Empathetic • Professional Problem Solving High attention to detail Flexibality
Duties & Responsibilities • Ensure that retention and suspension calls are made within given time frame and that accurate proformas and statements are sent to subscribers timeously. • Ensure that calls are answered appropriately within given time frame; Ensure first call resolution; • Assist with queries related to product, accounts, benefits etc; • Accurately update customer details on SAP -CRM AND CICO • Assist digital subscribers with queries relating to Netwerk24, troubleshooting and account queries; • Provide feedback to subscribers and service providers on progress of queries/ outstanding issues• • Escalate unresolved issues to the relevant channel • Ensure that all communication to customers is proactive and meets the required standards of excellence and professionalism via email and or telephone. Continuously look for opportunities to upsell and cross sell and to educate the customers and service providers on our services, processes and products. Overtime on weekends or on operational demad
About Us On the Dot is the largest multichannel media logistics company in South Africa and offers a comprehensive, integrated, one-stop logistics solution for all media products, such as books, magazines, newspapers, digital fulfilment, consumer electronics and music. It is a comprehensive solution that includes warehousing, delivery and distribution, as well as a fully integrated customer management service. On the Dot's services are comprehensive, ensuring every facet of your product's lifecycle is carefully managed, monitored and optimised..