The National School of Government invites unemployed individuals who meet all the necessary criteria to apply for the contact centre vacancies
POST 17/14: CONTACT CENTRE AGENT REF NO: NSG 12/2024 (X2 POSTS)
- Salary: R255 450 per annum (Level 06), plus competitive benefits cost to company.
- Centre: Pretoria
REQUIREMENTS:
A tertiary qualification at (NQF level 6) in Contact Centre Management, Office Administration or
Business Administration.
Experience:
- One (1) to two (2) years relevant experience in office administration in an ETD environment.
Competencies/Skills:
- Good verbal and written communication skills.
- Proficient in relevant computer applications.
- Excellent interpersonal skills.
- Problem solving skills.
- Problem solving skills.
- Time management skills.
Ability to work efficiently at all times. Questioning and listening skills to support telephone communication.
Good knowledge of client relations (how to engage and relate to clients).
Understanding of the public sector. Computer literacy (MS Office Suite, call logging and Training Management Systems).
Reasonable expertise in the field of contact centre operations. Batho Pele principles.
Personal attributes: Adaptability. Team player.
Self-driven. Attention to detail.
Duties
- Provide contact centre services through receipt of telephone calls, emails and faxes.
- Respond to all incoming communication and enquiries within stipulated timeframes and service standards.
- Provide professional and effective telephone services to handle tasks like call transfers, taking messages, call back, call hold, interruptions and unintentional disconnections.
- Use the most appropriate way and proper telephone etiquette to communicate with different behaviour types on the telephone.
- Undertake follow up with clients where necessary.
- Capturing and record all contact centre interactions for reporting purposes.
- Furnishing of SBD and RFQ Forms.
- Maintain up to date knowledge of NSG products and new developments.
- Participate in product knowledge training sessions.
- Liaise with relevant officials to gather information on products.
- Promote product awareness to public sector organisations (national government, provincial government, local government and state-owned entities).
- Undertake requests by clients for quotations and bookings.
- Request the authorization of quotations and confirm bookings according to set time frames and in compliance with the standard prescripts.
- Create files and forward to management within the prescribed time frames.
- Prepare files for ETD events and link to calendar ID’s on Training Management
System. - Investigate clients’ complaints and resolve by providing regular feedback. Identify and escalate priority issues.
- Attend to client requests (telephone, fax, email, walk-ins and referrals) and ensure enquiries logged are resolved within 3 working days.
- Capture learner requirements on ETQA
system and ensure accurate completion of applications, including the required supporting documents. - Provide guidance and recommendations to learners or prospective candidates and provide feedback on their application.
- Generate quotations according to the required norms and standards.
- Process invoice requests and submit for processing.
- Create files for confirmed courses and generate calendar ID and link to the relevant course event.
- Add course venue on the Training
Management System by capturing client details. - Maintain the NSG training calendar.
- Capture the list of learners on the enrolment system as provided by the client before commencement of the course.
How to Apply
Click here to view the National School of Government Contact Centre Agent Vacancies Advert
