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
