Customer Services and Sales Operations Learnership at Tenacity Financial Services

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