Casual Telecall Centre Agent - Pretoria at Mancosa

About the position

Introduction

MANCOSA, a DHET registered and CHE accredited private higher education distance education provider, offering a range of formal learning qualifications and short learning programmes has the following vacancy available: Telecall Centre Agent - Cape Town

Duties & Responsibilities

CORE PURPOSE
The core purpose of the job is to comply with initiatives relating to the key institutional objectives growth, stakeholder engagement and, operational and academic excellence. In doing so the incumbent is responsible for performing a wide range of initiatives related to student retention and customer service.

CORE FUNCTIONS:

• Manage a maximum daily target of outbound calls from databases provided. Cold calling, providing support and assistance to new enrolment team.
• Directing the flow of email/telephone correspondence and greeting walk in customers in a receptionist role, as determined by operational requirements.
• Tracking queries and complaints in accordance with communicated targets and Service Level Agreements (SLA) times.
• Facilitating the resolution of queries and complaints arising as well as conducting follow-ups emanating from the customer satisfaction surveys.
• Promoting a continuously improving culture of teamwork and student centricity within the New Enrolment Team

Desired Experience & Qualification

QUALIFICATIONS
• Higher Certificate
• Relevant computer applications Certificates and or Call Centre system training would be an advantage

EXPERIENCE AND SKILLS
• Minimum one (1) year experience in a sales or call centre environment
• Proficient in Microsoft Office (Excel, Word, Power Point, Access, Internet and Email)
• Strong interpersonal skills
• Excellent verbal and written communication skills
• Persuasive
• Possess an ability to adopt and solve problems
• Must be able to make sound judgement under pressure
• Deadline driven
• Tenacious
• Negotiation skills
• Stress tolerance
• High energy level
• Integrity.

ADVANTAGES
• Experience with help desk support would be an added advantage

GENERAL
• Must be able to work weekends and overtime when necessary.