Description:
Performance Effectiveness
· Achieve set targets as contracted.
· Provides high quality, professional customer engagement to customers and intermediaries.
· Responds to immediate administrative requirements within procedure.
· Follows standardised processes and provides administrative support in line with normal business functioning.
· Delivers on daily production standards.
· Uses standard administrative techniques to coordinate own work.
Personal Effectiveness
· Accountable for service delivery through own efforts.
· Individually accountable for managing own time, tasks and output quality.
· Makes increased contributions by broadening individual skills.
· Collaborates effectively with others to achieve personal results.
· Accepts and lives the company values.
Quality Assurance
· Performs quality checks on own work.
· Adheres to service and quality standards.
General
· Adheres to all company personnel and contact centre policies and procedures.
· Processes all calls with a pleasant, expressive voice, using proper telephone etiquette, in a professional and business-like yet conversational manner.
· Process all non-voice channels using professional business writing etiquette.
· Accurately records callers information in the system tool.
· Is fluent with scripts, product knowledge, questions, and answers, and uses appropriate, varied verbal pauses and transitional phrasing.
· Controls each call by leading the caller through the script in a manner that the agent gains the information needed in an efficient, professional, and business-like manner.
· Prioritise and manage tasks to ensure that they are completed within set time frames and that responsibilities are carried out in an efficient manner.
· Special projects may be assigned and require the ability to handle these assignments in a timely and complete manner
· Strive for continuous improvement on both a personal level and for the client and the Company.
· To support the Company vision and culture in both words and actions and to contribute positively.
Requirements:
Responsibilities on Demand
· Due to the fluid and dynamic environment within ATM, new, additional or changed position responsibilities will occur.
· Successful demonstration of change orientation is an on-going responsibility in all positions.
Living the SA Commercial Values
· Growth – We believe in our people and their development
· Innovation– We innovate and improve constantly
· Community –We are humble and embrace with a family spirit
· Adaptability – We face challenges and change with optimism
· Excellence – We ensure our clients smile
· Connected – We practice open and real communication
Personal Development
· Updates job knowledge by participating in educational opportunities; reading professional publications.
· Excellent Communication skills
· Analytical skills
· Interpersonal skills
· Problem solving skills
· Planning & organizing skills
Knowledge
· Qualification: Grade 12
· Experience: 12 months