Management Trainee at Customer Interaction Centre

Responsible for effectively managing teams in order to enhance customer service levels through best practices, thereby meeting query resolution targets and ensuring the achievement of the team’s key performance metrics.

Key Duties & Responsibilities

Order Generation

• Ensure volume targets are driven through campaigns, promotions and incentives
• Generate and distribute call lists and work allocation daily
• Ensure order management principles are applied

• Manage the quality of CRR interactions with customers
• Communicate with internal stakeholders when standard operational activities are deviated from
• Ensure documented processes are followed

Query Resolution

• Resolve escalated queries or complaints through standard processes
• Resolve customer complaints timeously
• Accountable for keeping customers up to date and owning resolution of escalated issues within the limits of the systems and tools provided
• Provide support to ensure that First Call Resolution is attained
• Provide CRR’s with support when required

General

• Set and deliver quality management action plans for the Customer Relationship Representatives
• Stay up to date on best practice business processes
• Keep abreast of all product developments and new product releases
• Ensure that courtesy calls are generated for equipment and assets
• Ensure daily controls are actioned

Opportunities You Might Like:

Internal Business and Management Responsibilities

• Provide feedback on customer service continuous improvement initiatives
• Manage the activities required for the achievement of sales volume and market share target
• Implement national/regional promotions/campaigns according to the marketing plan
• Manage administration and reports as required
• Accountable for the achievement of targets set at a team level
• Ensure all service level agreements are met

People Management

• Lead a team of Customer Relationship Representatives in accordance with IMP
• Conduct regular performance feedback sessions with teams, including the use of recorded calls to provide constructive skills development sessions
• Accountable for the adherence of subordinates to business processes
• Responsible for mentoring and coaching the Customer Relationship Representatives

Skills, Experience & Education Qualifications:

• Degree (Mandatory), preferably in marketing

Experience:

• 2 to 3 years experience as a team Leader in an Interaction centre or customer services environment or in Sales/Marketing in a FMCG environment
  Staff supervisory experience
• Computer literacy essential (MS Office)
• SAP CRM experience advantageous
• General understanding of reporting procedures
• General understanding of the NCA
• IR experience (advantageous)
• Fluent in English and another official South African language preferably Afrikaans, isiZulu, seSotho

Competencies

• Excellent customer interaction skills
• Excellent telephone skills and etiquette
• Customer focused attitude
• Ability to work under pressure
• Ability to problem solve
• Listening skills
• Ability to provide face-to-face and telephonic support
• Ability to manage conflict
• Ability to handle customer expectations
• Ability to liaise with staff at all levels in the organisation
• Ability to supervise the daily team activities of the Connect Centre
• Ability to manage and develop sound business relationships with various stakeholders at all times
• Leadership and management skills
• Ability to work in a team
• Willingness to work during weekends.
• Self-management practices understood and applied