Introduction...
To answer a multi-line switchboard within 3 rings and direct calls without delays and providing the highest quality of customer service when answering calls/questions, providing information or transferring calls
Minimum Requirements...
Matric
Position requires 2 years experience of a combination of dealing with clients face to face and telephonically.
Accountable for achievement of operational objectives
Technical skills
· Good knowledge of relevant technology (telephony system etc)
· Good computer and keyboard skills with the ability to use Microsoft applications including Microsoft Word, Microsoft Outlook and Microsoft Excel.
Behavioral skills
• The ability to complete repetitive tasks with patience and tolerance within required turnaround times.
• Taking responsibility for client satisfaction by effectively meeting client needs, developing and sustaining a productive client relationships
• The ability to listen to and to verbally express in a fluent, transparent and consistent manner . Adjust language,terminology and needs of the client.
• The ability to work co-operatively in a group, to be a member of a team and work towards the purpose of a common goal.
• To have the energy and drive required to meet the challenges of work.
• The willingness and ability to follow prescribed rules, procedures and instructions within a defined framework
• The ability to sense, and attempt to understand feelings and perspectives by taking an active interest in the client's concerns, values, needs and views
• The ability to align your behaviour with the needs, priorities and goals through commitment and determination
Cognitive competencies
• Problem Solving
Job Specification...
Deliver Exceptional Customer Services
Answering a call:
• Act as a key point of contact for callers providing a professional and friendly service as well as delivering an exceptional first impression.
• Using the standard greeting when answering and closing a call, ensuring each caller treated as a valued client
• Serve as a resource for callers seeking information, assistance or recommendations; a thorough understanding of all key services, products and amenities are critical in the ability to deliver service in an outstanding and timely manner.
• Engage using correct business language, accurate use of tone, pitch and volume
• Manage telephone calls professionally, efficiently and with good communication skills
Message taking:
Matric
Position requires 2 years experience of a combination of dealing with clients face to face and telephonically.
Accountable for achievement of operational objectives
Technical skills
· Good knowledge of relevant technology (telephony system etc)
· Good computer and keyboard skills with the ability to use Microsoft applications including Microsoft Word, Microsoft Outlook and Microsoft Excel.
Behavioral skills
• The ability to complete repetitive tasks with patience and tolerance within required turnaround times.
• Taking responsibility for client satisfaction by effectively meeting client needs, developing and sustaining a productive client relationships
• The ability to listen to and to verbally express in a fluent, transparent and consistent manner . Adjust language,terminology and needs of the client.
• The ability to work co-operatively in a group, to be a member of a team and work towards the purpose of a common goal.
• To have the energy and drive required to meet the challenges of work.
• The willingness and ability to follow prescribed rules, procedures and instructions within a defined framework
• The ability to sense, and attempt to understand feelings and perspectives by taking an active interest in the client's concerns, values, needs and views
• The ability to align your behaviour with the needs, priorities and goals through commitment and determination
Cognitive competencies
• Problem Solving
Job Specification...
Deliver Exceptional Customer Services
Answering a call:
• Act as a key point of contact for callers providing a professional and friendly service as well as delivering an exceptional first impression.
• Using the standard greeting when answering and closing a call, ensuring each caller treated as a valued client
• Serve as a resource for callers seeking information, assistance or recommendations; a thorough understanding of all key services, products and amenities are critical in the ability to deliver service in an outstanding and timely manner.
• Engage using correct business language, accurate use of tone, pitch and volume
• Manage telephone calls professionally, efficiently and with good communication skills
Message taking:
• Accurate and detailed recording of messages
• Accurate and timely forwarding of messages
Adhering to Policies, Procedures and Protocols
• 100% adherence to Divisional policies, procedure, protocols and SLAs
• 100% adherence to AFFS policies, procedures and guidelines
• Monitor effective use of business tools and equipment
• Meeting customer survey satisfaction standard
Personal Development
• Take ownerships of own career development by creating and maintaining a personal development plan. Identify areas of development and initiate involvement to expand skills and knowledge to improve competence.
• Attendance and active participation in professional development, training and coaching sessions as required.
• Respond openly to feedback and apply knowledge of procedures, policies and protocols to meet business objectives.
• Contributing to the positive cohesive workplace environment
TCF and SERVE
• By identifying and pursuing new opportunities aligned to TCF and maintain a good client relationships.
• Act as a brand ambassador by modelling the SERVE values in every interaction with clients, colleagues, service providers and the general public.
Team Work
• Contribute to the performance of the team by displaying a positive and enthusiastic attitude, showing support and involvement in all activities
• Work effectively within the business services team
• Treat colleagues with integrity, respect and empathy
• Support team objectives and decisions
• Must internally maintain excellent communication with colleagues in the front line team to assist in ensuring the smooth operation of services
• Share knowledge and skills with other members of the team
How to apply for this:
Closing date: 16-03-2018
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