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Contact Centre Agent Vacancies At The National School Of Government

Contact Centre Agent Vacancies At The National School Of Government


  • R255 450 per annum (Level 06), plus competitive benefits cost to company.
  • CENTRE : Pretoria
  • POST: CONTACT CENTRE AGENT REF NO: NSG 12/2024 (X2 POSTS)
  • ENQUIRIES : Nthabiseng Fuma Tel No: (012) 441 6108

Contact Centre Agent Vacancies At The National School Of Government

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. Knowledge: 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.

Applications

E-mail to [email protected] or hand deliver to ZK Mathews Building, 70 Meintjies Street, Sunnyside, Pretoria or post to The Principal: National School of Government, Private Bag X759, Pretoria, 0001.

Note: Preference will be given to Youth, African Males, Coloured Females, Coloured Males, Indian Females and people with disability in accordance with our employment equity requirements.

Applications must be submitted on the new Z83 form, obtainable from any Public Service Department website, stating the field of study the intern is applying for as well as comprehensive Curriculum Vitae in order to be considered. Only shortlisted candidates will be required to submit certified copies of qualifications and ID. The National School of Government reserves the right not to make a placement. Due to large number of responses anticipated, correspondence will be limited to short-listed candidates only. If you have not been contacted within six months of the closing date of the advertisement, please accept that your application has been unsuccessful.

DEADLINE: 31 May 2024

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