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Contact Centre Agent

Employer
Global Academy Jobs
Location
South Africa
Closing date
May 28, 2018

Job Details

Student Access Division

Contact and Client Services Centre

Contact Centre Agent (two posts)

(Ref. KKD/156/0518)

 

If you are a dynamic professional, who thrives in a fast paced and ever-changing omni-channel environment, we look forward to receiving your application. The core of the job, given its omni-channel context, is to manage a call, answer emails and participate in web chat(s) all at the same time with accuracy and in a humane manner. The agent works within an inbound, multi-lingual, omni-channel contact and client services centre. Duties include handling walk-in enquiries, as well as answering telephone calls, emails, faxes, live chats and social media posts on behalf of the University in order to fulfil customer requirements. The purpose of the role is to provide customer service to prospective students, current students, alumni and the general public.

All agents are generalists and handle all types of enquiries coming into the Centre. Agents are grouped according to language ability: English and Afrikaans; English and isiZulu/isiXhosa; English and Afrikaans and isiZulu/isiXhosa.

Written support on email and live chat is currently only available in English and Afrikaans. There are two positions available for individuals with exceptional written and verbal communication skills in English and exceptional verbal communication skills in Afrikaans.

 

Duties

  • Excellent customer service skills (including the ability to ask questions, investigate, to listen, and to establish rapport);
  • A clear communicator with a genuine passion for speaking to customers and for answering queries;
  • Ensuring that customer's queries are answered with the aim of finding a first time resolution;
  • Ensuring that queries are responded to within the agreed upon response time;
  • Ensuring that the best customer care experience is given to all customers;
  • Responding to enquiries on various platforms, including social media, e-mail, live chat, telephonic and faxed);
  • Handling walk-in enquiries at the Enquiries Desk;
  • Logging all contacts as required;
  • Routing escalated queries;
  • Achieving KPI's whilst maintaining excellent quality;
  • Collaborating with colleagues across Customer Care to identify and highlight trends in any customer queries;
  • Passionate about being the best you can be and the desire to achieve targets.

 

Job Requirements

  • A completed three-year full time university degree;
  • Excellent and professional verbal communication skills in English and Afrikaans;
  • Excellent and professional written communication skills in English;
  • Six to twelve months' work experience in a university's prospective student environment;
  • Excellent customer service skills (including the ability to ask questions, to investigate, to listen, and to establish rapport);
  • Ability to simultaneously handle different clients across various platforms, including social media, email, web chat and telephonically;
  • An analytical and detail-oriented approach;
  • Flexibility;
  • Strong focus on quality;
  • A high level of computer literacy;
  • Flexible for both SU and customers;
  • Strong teamwork ability;
  • Flexibility and ability to adapt quickly to changing priorities;
  • Ambitious and willing to accept new challenges.

 

Recommendation

  • Knowledge of isiZulu/isiXhosa and/or another South African language.

 

How To Apply

The University will consider all applications in terms of its Employment Equity Plan, which acknowledges the need to diversify the demographic composition of the staff corps, especially with regard to the appointment of suitable candidates from the designated groups.

The University reserves the right not to make an appointment.

Your application, comprising a comprehensive curriculum vitae (including the names and e-mail address of at least three referees), must reach the University before or on the closing date of the advertised post.

Apply online by using the "Apply Now" link.

Candidates may be subjected to appropriate psychometric testing and other selection instruments.

The University reserves the right to investigate qualifications and conduct background checks on all candidates.

Should no feedback be received from the University within four weeks of the closing date, kindly accept that your application did not succeed.

 

Enquiries

Enquiries regarding job content:  Mr. JD Blanckenberg on 021 808 2511, or on jd1@sun.ac.za

Enquiries regarding remuneration and service benefits: Human Resources Client Service Centre on 021 808 2753.

Company

Global Academy Jobs works with over 250 universities worldwide to promote academic mobility and international research collaboration. Global problems need international solutions. Our jobs board and emails reach the academics and researchers who can help.

"The globalisation of higher education continues apace, driving in turn the ongoing development of the global knowledge economy, striving for solutions to the world’s problems and educating a next generation of leaders and contributors."

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