Description:

Grab this opportunity where you will be given the chance to study and work AT THE SAME TIME! We are offering a 12 month Learnership programme where successful applicants will attend classroom-based training combined with practical on-the-job work experience in our Customer Services team to obtain a nationally recognised qualification in Contact Centre Operations.

In addition to a qualification combined with relevant work experience, the successful applicant will also gain business, personal and technical call centre skills which they can use across the business and throughout their career journey.

Preference will be given to Employment Equity & Disabled candidates in line with the Tenacity’s transformation targets.

Call Centre Learners will be required to:

• Attend the required training interventions and successfully complete the competency assessments.
• Meet all the requirements for the successful completion of the Call Centre Operations certificate
• Submit a Portfolio of Evidence
• Be an active and contributing member of the Customer Services team, by servicing our customers

Key responsibilities of the role:

Query Handling

• Handle a range of customer queries and/or complaints via inbound or outbound communication channels
• Interpret and resolve queries by providing accurate account, product and / or service related information aligned to the Standard Operating Procedures (SOPs)
• Escalate relevant queries to stakeholders to ensure resolution
• Capture the correct dispositions based on the nature of the query and / or complaint
• Provide a professional  customer experience and satisfaction at all times
• Action administrative requirements related to customer account management accurately

Service Level

• Resolve queries in line with departmental standards, Service Levels and Standard Operating Procedures (SOPs)
• Promptly escalate potential crisis situations to Management
• Action all queries in an efficient, professional and timeous manner that will ensure a positive customer experience

Quality Assurance

• Ensure outputs are aligned to departmental Quality Assurance standards and targets
• Adhere to Standard Operating Procedure and departmental templates where relevant

Requirements:

Skills, Abilities and Job Related Knowledge:

• Customer service orientated
• Strong verbal & written communication skills
• High problem solving skills and ability to work under pressure
• Ability to show empathy and handle customers sensitively
• Ability to be flexible and display strong adaptability skills
• Strong interpersonal skills and experience
• Time & self-management skills with the ability to multi-task, organise and prioritise
• Knowledge of contact centre and customer support functions / services
• Experience/knowledge of retail account assistance services advantageous

To apply for this opportunity you  will need the following:

• Matric / Grade 12
• Be unemployed 
• Minimum 1 year Customer Services/ Contact Centre Experience
• Computer literate and the ability to type 35 words per minute
• A positive attitude
• Commitment to spending 12 months on the learnership programme with Tenacity
• A strong work ethic
• Ability to work shifts / weekends
• Should not be currently studying - full/part time