DSV: Call Center-Customer Service Specialist

  • East Rand, Market Related
  • Job Type: Permanent
  • Sector: Call Centre
  • Closing: 26 August 2018

Main Purpose:

AQ ongoing assessments and implementation of improvements re: customer service. Training ADHOC & new recruits. Assist with interview role-plays and assessments.

Duties & Responsibilities:

Planning and organizing – Establish courses of action for self and team to ensure work is completed efficiently and timeously
Building Trust – Interacting with the team in a way that gives them
confidence in one’s intentions and those of the organization
Coaching – Providing timely guidance and feedback to help the team strengthen specific knowledge/skills areas needed to accomplish SLA and a good customer service experience tor
customers and clients
Innovation (!) – Generating innovative solutions in work situations, trying different and novel ways to deal with work problems and opportunities
Aligning performance for success – Focusing and guiding the team in accomplishing work objectives
Information monitoring (!) – Setting up ongoing procedures to collect and review information needed to manage team results and quality
Communication – Clearly conveying information and ideas through a variety of media to the team, in a manner that engages them and helps them understand and retain the message
Quality orientation (!) – Accomplishing tasks by considering all areas involved, no matter how small; showing concern for all aspects of the job; accurately checking processes and tasks; being consistently watchful

Candidate Requirements
Compulsory Experience

1 Year customer service/contact centre experience as coach/team leader or quality assessor.
Previous pharmaceutical/healthcare/logistics experience
Previous Training experience
Knowledge of customer service principles and practices
Knowledge of call centre telephony and technology
Proficient in Microsoft Office (Excel & Outlook)
Six months or more experience in the contact centre environment (verbal and written)
Customer service experience
Previous courier/logistics experience and advantage