HR CC Junior Agent - Secunda at Sasol

Purpose of Job

• Act as the first point of contact through several channels including phone, e-mail, fax, and service portal. Facilitate effective and efficient customer service and case management.

Recruitment Description Continued

• Effectively manage customer needs through efficient management of cases. Enable a high level of quality, resolution, and support.
• Guarantee that correct, relevant, and accurate knowledge is shared with customers at all times.
• Route queries to the right specialist in the business unit to direct efficient and timely query resolution.
• Escalate and report complex queries to senior contact centre agent for resolution.
• Secure continuous alignment with business strategy and processes.
• Accurately log, classify, and track queries according to contact centre standards.
• Create and update data accurately and promptly.
• Apply evidence-based SHE practices in alignment with set standards for safe operations.
• Implement Sasol Group's risk philosophy and enterprise risk management framework.
• Build and maintain positive relationships with internal stakeholders to resolve customer queries effectively.
• Continuously improve own skills and knowledge. Complete, implement, and track personal development plan to attain personal performance goals.

Recruitment Description / Key Accountabilities

• Effectively answer queries using several channels, service portal, phone, fax, and emails.
• Display excellent telephone and e-mail etiquette at all times.
• Achieve the agreed target of first call resolution promptly.
• Follow the process of capturing and resolving service issues. Secure progression to satisfaction timeously.
• Utilise references, source documentation, and contact centre systems to deliver correct advice and share information with clients.
• Confirm accurate interpretation of policies and procedures to effectively apply applicable and correct resolutions.
• Prioritise and distinguish between the nature of queries at hand to drive effective and quick resolution (e.g. normal, urgent, and emergency queries).
• Provide accurate resolutions for simple queries and enquiries logged by customers.

Formal Education

• High School / School Diploma or similar

Min Experience

• Experience: 3+ relevant years