RESPONSIBILITIES: :- To assist with the management and support of the Team leaders,Social Media Consultants an...

JOB INDEX - 1 year ago - Job Mail

1 year ago

Assistant Manager: Client Contact Centre

RESPONSIBILITIES: :

- To assist with the management and support of the Team leaders,

Social Media Consultants and Agents, which includes monitoring

and correcting both quality and quantity of work;

- Ensure that teams are trained and equipped to deliver high levels

of service;

- Work with team leaders on quality control;

- Assist with Roster and Schedule Planning;

- Reporting on performance and KPIs;

- Reports: to assist with the compilation of basic Call Centre

reports;

- Ensure that Contact Centre teams are well trained and deliver the

best level of service;

- Ensure that service level agreement turnaround times are met;

- Ensure that work is of an optimum quality;

- To feedback to Manager: Customer Care Centre on any recurrent

issues that passengers appear to be facing so that these issues

may be addressed and corrected at the root cause;

- To Manage individual customer relations cases, particularly those

escalated out of the Contact Centre environment and to resolve

these, quickly, fairly and efficiently;

- To manage the Refund Request Procedure, by checking the

validity of the request, the supporting documentation (where

necessary), the Financial aspect, before sign off;

- To relieve the Manager: Customer Care Centre when needed;

- Weekly Reports;

- Customer Relations cases to be resolved with 24 hours,

notwithstanding extenuating circumstances, in which case daily

updates to customer are required;

- High pressure environment requiring “always on” performance of

team;

- Needs to closely supervise the Contact Centre and keep an eye on

out stations;

- Will be in daily contact with Manager: Customer Care Centre.

REQUIREMENTS:

- Grade 12;

- Preferable bachelor\'s degree / business

diploma;

- Internal training on policies, Zendesk, Phone

systems, Radix system and PayU (if required);

- 3 years in leadership position;

- Call centre experience;

- Proficient in the use of Microsoft Office (Word,

Excel and Outlook);

- Valid Covid-19 vaccination card.

PERSONAL ATTRIBUTES:

- Strong leadership ability;

- Positive attitude and ability to be firm and fair,

but also motivating to team;

- Must have strategic oversight of business and be

able to contribute meaningfully to the strategic

direction of the airline;

- Strong reporting skills;

- Immaculate time keeping.

APPLICATION GUIDELINE:

- All external applicants, please apply via our

website: www.FlySafair.co.za;

- No external email applications will be accepted;

- Should no feedback be provided within two (2)

weeks from the closing date, please consider

your application as unsuccessful;

- Reference number- JHB000592.

Preference will be given to members of

designated groups that are underrepresented.