Job Vacancies at Webhelp SA

About the Job

Job Advert

• If you have a critical eye for detail and have stellar organization skills, then you could fit right in as a Real Time Analyst in our vibrant Durban office.
• You’ll be joining our fun-loving global community of more than 120,000 passionate people who work across 200 locations in over 60 countries delivering exceptional customer experiences for some of the world’s leading brands. Being a people-first company, we put people at the heart of our business, and this is when everything comes alive.
• We’re looking for someone who appreciates structure and can create functional order before things become chaos! You’ll need to work systematically, think analytically and act swiftly to ensure efficiency.
• You will be responsible for ensuring the contact centre is operating consistently in line with operational procedures and achieving client targets so you’ll need to be quick on your feet to problem solve and find solutions.

If you’re ready to take on an opportunity to boost your career then apply today.

What you’ll be doing

• Analysing trends such as call volume, average handle time and attendance to understand and plan for potential over staffing/under staffing
• Monitoring and tracking access issues across all levels and all required systems
• Tracking and logging network issues to provide insights to operations and impacts on performance
• Monitoring schedule adherence to assist the management team in achieving target driven adherence goals
• Retrieving all messages recorded on the attendance line
• Monitoring workforce management as required

What you’ll need

• Matric
• Excellent communication skills
• Proficiency in MS Office
• Excel skills (Advantageous)
• Knowledge, experience and understanding of key contact centre performance metrics such as service levels, delivery against target intervals, call monitoring as well as schedule adherence
• Experience with workforce management products and contact centre monitoring applications (Advantageous)
• Clear credit and criminal records

go to method of application »

About the Job

Job Advert

• Opportunity awaits a diligent, highly organised and motivated Quality Analyst to join our team in Cape Town, on an exciting campaign.
• A critical eye for detail is essential in this role as well as analytical and problem-solving skills. You should have an interest in content and people and should be able to work well under pressure.
• You’ll be joining our fun-loving global community of more than 120,000 passionate people who work across 200 locations in over 60 countries delivering exceptional customer experiences for some of the world’s leading brands. Being a people-first company, we put people at the heart of our business, and this is when everything comes alive.
• If you’re a driven, positive and motivated individual, looking to join a well-established company who values their employees then here’s your chance!
• Don’t miss out on this opportunity to grow and thrive in your in your career as a Quality Analyst.
• Put your knowledge and skill to the test and apply today.

What you’ll be doing

• Calibrating evaluations, produce alignment measure and insight
• Providing direct feedback to evaluators to support improvement in alignment, agree SMART action plans, understand progress to plan and measure improvements
• Driving local quality calibration plan
• Conducting site calibration to ensure consistency across the business
• Supporting calibration accreditation initiative
• Supporting academy accreditation
• Completing complaint investigation and transcript requests
• Capturing continuous improvement opportunities and close loop through effective coaching
• Producing actionable insight and recommendations

What you’ll need

• Matric
• Ability to deliver feedback and effective coaching at Team Manager and Operations Manager level
• Ability to work US hours and rotational shifts
• High level of attention to detail when calibrating evaluations
• Experience of the quality framework or working in a quality assured environment
• Strong facilitation and coaching skills
• Proven track record of achieving targets
• Previous or current quality experience (Advantageous)
• Clear credit, disciplinary and criminal records

go to method of application »

About the Job

Job Advert

• Are you an excellent communicator with exceptional telephone manner? Are you the work hard/play hard type? We have an opportunity for goal-driven go-getters to join vibrant Cape Town team of bubbly beings who bring fun to work every day!
• In this permanent role, as an Inbound Sales Advisor, you’ll be required to respond to calls, emails and messages from international customers, confidently handling objections and identifying opportunities across multiple platforms and overall ensuring that the customer has had a pleasant customer experience and is satisfied with the product.
• You’ll be joining our fun-loving global community of more than 120,000 passionate people who work across 200 locations in over 60 countries delivering exceptional customer experiences for some of the world’s leading brands. Being a people-first company, we put people at the heart of our business, and this is when everything comes alive.
• As an Inbound Sales Advisor, you’ll need to be self-motivated, target driven and have a contagiously positive attitude. Being a good communicator won’t cut the list for this role, we want people who can hear what isn’t said, offering support to customers long before their concerns become problems.
• Working as part of a team within a fast-paced, dynamic contact centre environment, you’ll be rewarded for achieving targets through understanding customer needs, cross-selling and upselling and delivering service excellence every step of the way.

If you pride yourself on efficiency and productivity then this is your calling. Put those people skills to the test and grow your career by applying today!
What you’ll be doing

• Receiving inbound calls with our customers and establishing a rapport, speaking to decision makers, establishing needs, objection handling, influencing and closing sales
• Achieving and exceeding sales, productivity and customer satisfaction targets, as well as any other performance target
• Maintaining and proactively improving sales skills, product knowledge, competitor knowledge and offer management, taking applicable action to improve
• Developing relationships with customers and encouraging referrals
• Ensuring accurate information, quotes and pricing information to customers
• Upselling and cross-selling products and services in order to maximise opportunity to retain
• Following all appropriate FSA regulations when selling insurance products
• Correctly following process and policy when building new deals for potential customers

What you’ll need

• Experience in a Chat/Voice role
• Exceptional customer call handling skills
• Cold Calling experience
• Track record of delivering results and exceeding stretching targets
• Proven sales ability and experience of challenging sales environment
• Excellent communication, listening and interpersonal skills
• Computer literacy
• The ability to work in a customer-driven environment
• Ability to overcome objections, resilient and calm under pressure
• Effective team playing with a positive attitude
• Clear disciplinary record and a proven performance record of achieving results

What we're offering

• R7166 base entitlement
• Medical aid for main member
• Group life cover
• Fantastic employee assistance programme (EAP)
• Webhealth benefits: World-class working environment, access to financial well-being sessions, will writing sessions, stress management sessions
• Team building and upskill training opportunities
• Interactive and inclusive company culture