JOB SPECIFICATION - ACTIVE VACANCY

Overview of Role

A vacancy has arisen for a Contact Centre Consultant at our Contact Centre in Cape Town. The candidate
should have a strong personality with a passion for client services, problem solving, excel in attention to detail,
and aim to exceed expectations. We are looking for a team player who can operate well under pressure, whilst
providing guidance and assistance to the team and support to their supervisor as and when required.

Responsibilities

Responsibilities and duties will include but are not limited to:

Conducting outbound Customer Satisfaction Surveys
Maintaining STRICT agreed Service Level Agreements
Processing queries, compliments, complaints, changes etc in line with business processes
Adhering to best operating practices within the Contact Centre environment and achieving targets
 Liaison with business partners on various levels
 Provide clients with factual information and always be open and honest
 Client service: having a proactive approach and successfully handling and resolving queries or
complaints

Qualification

Minimum Matric

Computer literacy (Word, Excel, Outlook)

Have general Motor Industry knowledge (advantageous)

Experience

Minimum of 2 years contact centre experience (customer satisfaction surveys would be
advantageous)

Fluent isiZulu and/or isiXhosa and/or seSotho

Have a good level of experience in a target driven environment

Personal Characteristics

Possess good business etiquette when interacting with clients

Strong communication-, conflict handling – negotiation-; and time and desk management - skills.