Emergency Call Centre - Call Taker at Ntice Search

About the position

Our client, market leader in the South African Roadside Assistance Services, is currently recruiting a permanent position for an Emergency Contact CentreCall Taker, based in Gauteng.



Job Description

The primary role of an Emergency Contact Centre Call Taker is to capture information received from members/customers swiftly and accurately and follow up on various types of assistance, within specified time frames, to ensure customer satisfaction.

• Division: Operations
• Department: Emergency Contact Centre
• Reporting to: ECC Supervisor

Duties and Responsibilities:

• Swift and accurate collation and capturing of information received from members/customers requiring emergency assistance.
• Follow up on current and closed cases within specified time frames to ensure that members/ customers are kept up to date.
• Provide excellent customer service to ensure and exceed expectations.
• Adherence to standard operating procedures such as scripts and process flows to ensure that assistance is provided as quickly as possible.
• Maintaining effective and efficient service within a pressurised environment and under stressful circumstances.
• Any other related duties as required by ECC Management from time to time.

Minimum Requirements:

Education:

• Grade 12 essential
• A call centre-related qualification would be advantageous

Experience:

• At least one years' experience within a contact centre environment
• Experience within a customer service and/or an emergency environment would be advantageous

Knowledge:

• Superb knowledge of customer service practices and principles
• Basic understanding of vehicle makes, models, etc. and how a vehicle operates
• Geographical knowledge of South Africa and neighbouring countries
• Working knowledge of CRM Systems (i.e. Nova - in-house contact centre system)
• A general understanding of the products and services available to AA members
• Good PC working knowledge

Skills:

• Excellent telephone etiquette and passionate in providing high service levels
• High sense of urgency critical!
• Accuracy and attention to detail to ensure accurate capturing of information received from customers onto a CRM System
• A vibrant individual who possesses good interpersonal and communication skills coupled with an understanding of customer centricity
• Strong ability to multi task and work within industry related standards
• The incumbent must be able to apply logical thinking throughout interactions with customers as well as analysing situations
• Must be able to conduct him/herself professionally within a working environment

Other:

• Shift work is compulsory. Hours of work will be governed by the shift roster prepared by the managerand may change from time to time in accordance with operational requirements.
• Shifts will be between 8, 9 and 12 hours (not exceeding 12 hours); Call Takers may be required to work up to 45 hours per week and/or 195 hours per month
• Weekends form part of normal working hours
• Own transport to and from work is essential

Salary:

• Market related
• Shift allowance

Desired Skills:

• Emergency
• Centre
• Call