Contact Centre Clerks X2

Key Performance Area

Performance Outputs

Financial + Strategic

· Wagering of telephone bets

· Assisting branch & clients with initial inquiries

· Work on Gold Circle Tote Machine when required

· Debiting & Crediting of Tote Bets

· Updating Tote Recon on a daily basis and safekeeping Tote tickets

Operational

· Transferring of internal & external calls

· Performed basic data entry for customer

· Providing efficient quality telephonic etiquette

· Respond to customer queries with information about products and services or technical assistance

Responsible / liable for any negligent errors

Customer + Relationship

· Providing excellent, good quality customer service at all times

· Ensure customers are aware of all bet types in order to increase customer satisfaction

· Ensure communication skills are good in order to provide information to customers clearly and concisely

Leadership + People

· Established trusting relationship with customers

· Providing an efficient quality Customer Service

Innovation

· Make recommendations and suggestions of advertising/marketing opportunities to the Marketing Department

· Make recommendations on how to increase performance and branch profit

KNOWLEDGE, SKILLS AND ABILITY REQUIRED (COMPENTENCY)

COMPETENCY LIBRARY

Technical Competencies:

· Stakeholder engagement

· Bilingual

· Achieving personal work goals and objectives

· Adhering to principles and values

· Deciding and initiating action

· Delivering results and meeting customer expectations

· Ability to maintain a high level of accuracy in preparing and entering information and attention to detail;

· Record keeping skills;

· Strong customer service focus

Generic Competencies:

• Inter and Intrapersonal Skills
• Communication Skills – written + verbal
• Problem solving skills
• Accuracy + Attention to detail

· Time Management Skills

· Co-ordination Skills

· Team Working Skills

• Professionalism
• Honesty + Integrity
• Innovative
• Patience + empathetic

Values

· Passion

· Proactive

· Accountability and Ownership

· Change

· Teamwork

· Service Excellence

Job Type: Part-time

Work Location: In person