Unique Personnel Call Centre Jobs in Johannesburg
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Job description
KEY RESPONSIBILITIES
- Accept inbound-emergency calls and ensure that the response and recovery process flows smoothly and in accordance with all approved SOP’s and policies;
- Maintain the ability to obtain all the required critical information from highly stressed and/or traumatised customers;
- Liaise with company recovery personnel, private recovery partners and law enforcement agencies throughout the activation and recovery process;
- Accurately capture all progress on and or activities relating to response and recovery;
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- Continuously update the response and recovery teams; Direct recovery personnel to the locations of activated vehicles;
- Navigate and utilise multiple systems and screens during the activation, tracking and recovery process;
- Compile reports on stolen and/or recovered vehicles;
- Ensure Customer Service Standards are maintained, and queries are resolved in a professional manner aligned to company’s principles and values;
- Adhere to internal and external SOP’s, SLA’s and MOU’s; Provide inbound and outbound services to both existing and prospective customers and partners;
- Report deviations to the shift supervisor and/or NECC manager;
- Work in a highly pressurised and stressful environment; Have a thorough and clear understanding of the nature of the Department and of company as a business;
- Contribute towards enhancements and developments within the Department; and Constantly strive towards providing an above average customer experience.
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Minimum requirements
KEY REQUIREMENTS
- Matric (Grade 12) or equivalent acceptable qualification;
- Registration with the Private Security Industry Regulatory Authority or ability to register within a timeframe set by company;
- No criminal record or pending cases (Applicant will be subjected to a criminal check and pre-employment polygraph examination);
- At least one (1) years’ experience in the vehicle tracking industry or 3 years’ experience in a similar private security industry environment; E
- mergency Control Centre or Customer Service experience in a Call Centre or similar working environment;
- Excellent listening, verbal and written skills; Fluent in English (speak, read and write); Ability to think proactively and take initiative to best serve our customer needs;
- Ability to handle pressurised, stressful and/or traumatic situations; Must be able to work shifts as per the approved shift roster, including weekends and public holidays;
- Must be willing to perform paid standby shifts as required – planned and unplanned; Driver’s licence and own reliable transport;
- Understand the importance of team work and social cohesion; Be able to work in a disciplined environment with strict operational policies and rules;
- Be able to take instructions and follow processes and procedures; Computer literate with typing skills of at least 35 word per minute;
- Attention to detail and accuracy; and Cultural adaptability and social tolerance.
The following will serve as an advantage: Police or Emergency Service experience; and Working experience in a vehicle crime investigation environment.
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Inherent Requirements
- Matric (Grade 12) or equivalent acceptable qualification
- Registration with the Private Security Industry Regulatory Authority or ability to register within a timeframe set by company
- At least one (1) years’ experience in the vehicle tracking industry or 3 years’ experience in a similar private security industry
What Qualification
Matric
Minimum Qualification
Certificate
Status
Available
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