Bilingual Call Center & Scheduling Agent

PPC Recruitment; Cape Town; On-site; Full time

Job description

Our client is seeking a Call Centre / Installation Support Agent to join their Installation Logistics – Scheduling division. The successful candidate will be responsible for maintaining high customer service standards, resolving customer queries, and performing effectively in a fast-paced, high-pressure environment. We are looking for diligent, hard-working individuals who can contribute positively to a highly motivated team.

Qualification and Experience

• Matric with at least 1 -2 years Contact Centre experience.
• Bilingual (English and Afrikaans)
• Computer literacy.
• Excellent typing and accurate data capturing skills.
• Excellent communication skills including excellent telephone manner.
• Analytical skills.
• Ability to work under pressure.
• Feel confident to have all calls voice recorded.
• Excellent time management - Work with time controls.
• High levels of self-discipline.
• Be able to work independently.

KPIs

• Marketing of Tracker to both existing and prospective clients.
• Establishing, building and maintaining relationships with our various partners.
• Contract administration, feedback and daily statistical reporting.
• Ensure that Customer Service standards are maintained in a highly pressurized environment.
• Provide service within the region as well as other departments/regions/staff within Tracker.
• Meet/exceed targets.
• Data capturing.
• Follow up leads/queries.
• Scheduling fitments of Tracker units.
• Liaising with technicians regarding appointments.
• Rescheduling of appointments.
• Checking/Maintaining high Quality of schedules.
• Monitoring effective utilization of Tracker technicians.
• Outsourcing of work to Fitment centres.
• Maintain local and regional Scheduling Relationships.
• Management of potential cancellations.
• Taking ownership of all queries received and calls taken and assisting theclient within our SLA’s