Student Contact Centre Agent at MHR

Introduction    

• Are you a young, passionate, and tech-savvy person with excellent communication skills? Our client, a national emergency medical services company, is looking for new talent to support their contact centre team in Rivonia, Johannesburg during peak periods. This presents a great opportunity for a young individual who recently completed high school and is seeking part-time shifts in a dynamic and fast-paced environment.

Requirements    

• Completed Grade 12 within the last 2 years.
• Passed Grade 12 with a bachelor's degree admission
• Matric subjects:
• English percentage greater than 65%
• Mathematics percentage greater than 50% OR Maths Literacy percentage greater than 70%
• Available to work in a 24-hour environment, overtime and during holidays
• Flexibility to flexible work shifts with short notice
• Own transport
• Strong communication skills
• Technology savvy with excellent computer skills
• Excellent client relationship skills and service-orientated
• Ability to exercise sound judgement under pressure
• Ability to multi-task efficiently in a fast-paced, stressful environment
• High attention to detail and ability to organise, plan and prioritise
• Effective call handling, including social perceptiveness, active listening and the art of negotiation
• Ability to work in a confined area for long periods of time
• Must have adequate hearing, manual dexterity, and mental disposition to maintain alertness and effectively execute all key job functions

Key Outputs    
MAIN PURPOSE OF THE JOB

• The Student Contact Centre Agent is responsible for receiving and prioritising emergencies and non-emergency telephone calls from the public. This involves evaluating incoming calls to determine the appropriate level of Emergency Medical assistance required and transmitting information upon request.

DUTIES AND RESPONSIBILITIES

• Engages with callers seeking both emergency and non-emergency assistance, assess the situation and ensure the call is directed to the most suitable provincial services
• Gathers relevant information from callers through effective questioning techniques to determine their locations and the nature of their problems
• Operates automated and/or communication equipment, including the computer-aided dispatch terminal
• Maintains a professional and positive client service demeanour in all interactions with callers
• Responds to routine enquiries and directs calls that do not require emergency dispatch to the appropriate departments
• Communicates effectively and efficiently with relevant service providers when necessary
• Promptly escalates issues or concerns to the Supervisor and/or Coordinator as needed
• Supports the mission, vision, and values of the Contact Centre