Open Vacancies 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

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MAIN PURPOSE OF THE JOB:

• To maintain the quality assurance processes within the Call Centre to ensure that all areas of quality are monitored, including methods representing the brand via email, fax and telephone communication
• To attend quality assurance calibration sessions to ensure consistency of monitoring and evaluation processes
• Assist the training department where required to support the overall Quality assurance process
• To build an open, honest and transparent route of communication between Quality Assurers, Agents, Team Managers, and Management for overall quality improvement management

KEY ACCOUNTABILITIES:

• Perform quality assessments, provide agent coaching (where required) and inform Team Managers and Management of findings
• Participate in the design of quality assurance formats and quality standards
• Use quality monitoring data to report quality performance at team and individual levels.
• Provide coaching feedback to Agents on quality assurance outputs
• Provide feedback to Team Managers and Managers on the coaching
• To provide up-to-date and on-time quality assurance statistics to manage the Contact Centre outputs, enabling the delivery of superior customer service within SLA targets for Operations areas
• Assist Compliance with interaction monitoring for compliance related items

Requirements

Technical and Functional Knowledge and Skills:

• Fluency in Zulu, Xhosa or Tswana is a requirement 
• Understanding of the Retail Credit Account Management business
• Strong communication (both verbal and written) and customer service skills
• Computer literate
• Ability to work in a highly competitive and dynamic environment
• Efficient in Microsoft Office

Essential Qualifications and Experience:

• Must have a Senior Certificate – Grade 12
• Exposure to the QA environment will be an advantage
• Must be numerate and have strong attention to detail