Agent: Call Centre

Job Advert Summary

About SABS

The South African Bureau of Standards (SABS) is mandated to develop, promote and maintain South African National Standards (SANS); promote quality in connection with commodities, products and services; and render conformity assessment services and assist in matters connected therewith. Working for the SABS opens the mind to the world around you. We offer diverse career paths in a dynamic environment that nurtures and recognises talent and potential. Become part of our vision of being a trusted standardisation and business assurance solution provider and join a team that fosters accountability, excellence and innovation in an inclusive workplace.

SABS is an equal opportunities employer, and our recruitment will be done in line with the Employment Equity Act 55 of 1998 and our EE Policy.

Please note by responding to the advertisement, you consent to the collection, processing, and storing of your Personal Information in accordance with the Protection of Personal Information Act (POPIA). Your information will be used solely for purposes of recruitment and more specifically for the position you have applied for and will not be shared with third parties without prior consent unless required by law.

Please note that applications received after the closing date will not be considered.

Purpose Statement

To provide customer engagement services, using initiative to resolve all customer queries telephonically on first contact for external clients, within the assistance of relevant internal SABS divisions while achieving set targets.

Minimum Requirements

Qualification

• Diploma in Customer Relations, Customer Services. (NQF Level 5)

Work Experiance

• 1-2 years’ work experience in Customer Services, Information Services or Call Centre environment (Operational Level)

Duties and Responsibilities

Functional Management

• Receive and handle all incoming calls and mail queries and requests and letters, email and faxes and respond within agreed turnaround times as per the standard operating procedures.
• Prepare and respond to correspondence from the customers such as emails, faxes and letters received.
• Ensure that all queries are logged on to the CRM system according to Customer Engagement standard operating procedures.
• Ensure that service request reference numbers are provided for all logged correspondence.
• Ensure that all customers are informed of the turnaround times per query and that all queries are resolved, as far as possible, on first contact.
• Ensure that all customer requests are processed according to set procedures.
• Receive relevant information from internal and external stakeholders to resolve customer queries.
• Forward all unresolved queries to the relevant business unit and escalate to the relevant line manager
• Attach correct supporting evidence to CRM service requests.
• Ensure that the status of all opened emails are monitored and actioned accordingly.
• Conduct progress verification on all work routed to the relevant divisions for execution.
• Update the activity status on the CRM system, on all resolved and unresolved requests.
• Connect internal employees telephonically with external clients and / or stakeholders as required
• Assist in determining the impact / value of the information provided to customers through customer surveys
• Maintain the workstation by reporting system related problems or faults to enable efficient and effective operations.
• Provide administrative support to unit, as and when required.

Risk and Compliance Management

• Assist in identifying and adhering to fraud controls, risk prevention principles, sound governance and compliance processes, and tools to identify and manage risks.
• Support and provide evidence to all internal and external audit, Accreditation and regulatory requirements.
• Adhere to all relevant laws, policies and Standard Operating Procedures throughout the organisation.

Stakeholder Management

• Build and maintain effective internal and external stakeholder relationships for the purpose of expectations management, knowledge sharing and integration, and to manage the organisation’s reputation.
• Represent and participate in the organisation’s committees and tasks teams when required.
• Attend meetings and present relevant information stakeholders when required.
• Ensure the provision of excellent customer service.
• Resolve queries and problems within span of control and within agreed time frames.
• Follow up on unresolved queries, complaints where required.
• Liaise with relevant stakeholders regarding follow-up of information, as required.