CONTACT CENTRE AGENT (REF: NSG04/2018
SALARY : (Salary level 6) commencing at R183 558. per annum plus competitive benefits cost to company.
CENTRE : Pretoria.
REQUIREMENTS : Grade 12 or equivalent. B degree or equivalent will be an added advantage. Experience: 1 – 2 years’ experience in a contact centre environment. Competencies/Skills: Good verbal and written communication skills. Proficient in relevant computer applications.
Interpersonal skills. Customer Service experience. Problem solving skills.
Problem analysis. Time management skills. Ability to work efficiently and effectively at all times. Knowledge: Good knowledge of client relations (how to engage and relate to clients). Understanding of the public sector.
Good knowledge and understanding of the NSG in order to service the client effectively and efficiently.
Computer literacy (MS Excel, Word,PowerPoint). Reasonable expertise in the field of contact centre operations. Relevant product knowledge. Personal attributes:
Adaptability. Team player. Self-driven. Attention to detail.
DUTIES : Support and provide superior services via phones, emails and faxes as
receiver and caller. Use questioning and listening skills that support
effective telephone communication. Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs,holds, interruptions and unintentional disconnections. Understand the impact of attitude in handling calls professionally. Effectively deal with
job stress, angry callers and upset customers. Use the most appropriate way to communicate with different behaviour types on the telephone.
Apply elements of building positive rapport with different types of
customers over the phone. Apply the proper telephone etiquette to satisfy
customer situations. Apply appropriate actions to effectively control a telephone call. Meet commitments to customers. Provide customers with
product and service information. Follow up customer calls where
necessary. Capture and record interaction details for reporting purposes.
Create product awareness to all National, Provincial, Local Government
departments and state owned institutions. Investigate clients’ complaints
and resolve by providing regular feedback. Perform Telesales. Identify
and escalate priority issues. Attend to requests and nominations received
via fax, email, walk INS and referrals from all departments. Generate
quotations according to the required norms and standards. Create case
files for confirmed courses and generate calendar ID and link it to the
relevant course event. Add course venue on TMS by capturing client
details. Maintenance of Training Calendar. Calculate the contribution on
courses with less than 20 participants. To follow up on all near lapsing
quotations. Manage the lead time for effective and efficient course
delivery. Engage in the process of course cancellation and
postponements. Acknowledge receipt of bookings forms via email, fax or
telephonically. Capture the nomination list as provided by the client before
commencement of the course. In terms of the employment equity targets,
priority will be given to African Males, Coloured Males and people with
ENQUIRIES : Mr A Raaths (012) 441 6314
In connection with the applications kindly contact Ms Letty Raseroka
(012) 441 6626 or Mr Mpho Mugodo, (012) 441-6017.
How to Apply
APPLICATIONS : Principal: National School of Government, Private Bag X759, Pretoria,
0001 For Attention Ms L Raseroka, HR Unit , National School of
Government by hand at ZK Matthews Building, 70 Meintjies Street,
Sunnyside, Pretoria. E-mailed and faxed applications will not be
CLOSING DATE : 09 February 2018
NOTE : Applications must consist of: A fully completed and signed Z83 form; a recent comprehensive CV; contactable referees (telephone numbers and
email addresses must be indicated); the relevant reference number must be quoted on the application. Foreign qualifications must be
accompanied by an evaluation certificate from the South African
Qualification Authority (SAQA). All non-SA citizens must attach a certified copy of proof of permanent residence in South Africa. All short listed candidates will be required to submit certified copies of their identity document and qualifications before the interviews. All shortlisted candidates for SMS post will be subjected to a technical exercise that intends to test relevant technical elements of the job. Following the interview the recommended candidates will be required to attend a generic managerial competency assessment. Shortlisted candidates for the other posts might be required to write test that is relevant to the post(s).
They will also be subjected to security and qualifications vetting. The National School of Government reserves the right not to make an appointment. Correspondence will be limited to shortlisted candidates only. Suitably qualified and experienced candidates are invited to apply for the following vacant positions