WeBuyCars Call Centre Jobs in Gauteng
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We are looking for a skilled Call Center Manager who can lead our representatives to better performance and improve service quality at our Silverlakes branch.
Duties and Responsibilities:
- Hiring, training, coaching, and leading call center representatives as they provide support for customers
- Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
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- Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees
- Assisting other management team members in identifying trends and establishing call center goals
- Ensuring staff members are achieving desired service levels and taking corrective action, as needed
- Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
- Taking on other tasks or projects to support employees, other managers, and call center operations
- Key Competencies and Skills
- Strong verbal and written communication skills
- Listening skills
- Problem analysis and problem solving
- Customer service orientation
- Team work
- Stress tolerance
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Further requirements:
- High School Diploma or equivalent
- Fully bilingual in English and Afrikaans (other languages will be advantageous)
- More education or experience in a related field may be preferred
- Ability to multitask and remain calm under pressure, especially during peak hours or intense situations
- Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills
- Knowledge of management principles and familiarity with company products, services, and policies
- Strong coaching and leadership skills, ability to motivate employees
- Decisiveness and attention to detail
- Proficiency with necessary technology, including computers, software applications, phone systems, etc.
Package related information:
- 15 Days Annual Leave
- Momentum FundsAtWorkProvident Fund
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