- Grade 12.
- Call Centre / Customer Service Certificate advantageous.
- 1 to 2 years’ relevant experience in a service centre/back office/helpdesk (beneficial).
The responsibilities are: Handling Calls - Ensure calls are answered promptly and professionally.
- Adhere to the call handling quality standards.
- Actively engage with the client, listen attentively and elicit the necessary information required.
- Ensure that the information provided is accurate and includes the expected time of delivery and to enable clients to take appropriate action.
- Ensure that all calls (internal/external) are logged and allocated a reference number.
- Log queries that require further administration and action to the correct handover point.
- Do everything possible to resolve the client’s issue and drive first call resolution in order to prevent repeat calls.
- Display teamwork to ensure call volumes are managed efficiently.
Quality of Client Query Management & Administration - Adherence to all processes and procedures from commencement to closure of call.
- Adhere to implemented scripts (canned message).
- Respond to leads and transfers timeously (SLA???).
- Work according to the call center operations in accordance with the system performance.
- Identifying and resolving customer problems.
- Preparing and completing administrative functions related to the call.
- Seek to exceed client satisfaction.
- Ensure that all queries and/or complaints (internal/external) are logged and allocated a reference number.
- Investigate all queries/complaints, troubleshoot, liaise with the relevant department(s) or schools, pursue all avenues, agree on corrective action, own the query (regardless of the complexity) and follow up to resolve, within the defined service level.
- Keep clients updated on the progress made.
- Capture complete notes (of all interactions) on the relevant system.
General - Stay up to date with the relevant information and knowledge of all Curro’s products, policies, procedures and processes to provide accurate information to clients and learners.
- Attentively read all communication (including emails), clarify & apply.
- Steer away from negligence, non-conformance, call/contact/query avoidance, dissolving calls/contacts/queries.
- Maintain a high level of housekeeping in own area.
- Ensure all admin duties are up to date and filed for future reference.
- Adhere to safety and evacuation drill in your immediate area and request training if you are not familiar with the requirement.
- Avail and grow self to assist in the Marketing & Communications Department and/or School Projects, as and when required.
The successful candidate will start on 01 June 2025. |  | | view | apply |
|