PL0142 - Contact Centre Learnership

 **Position:** PL0142 - Contact Centre Learnership  

**Category:** Human Capital & Transformation - OF5300  

**Posted by:** Alexander Forbes  

**Posted on:** 08 May 2024  

**Closing date:** 20 May 2024  

### Purpose of the Job:

This 12-month fixed-term contract for a Contact Centre Learnership aims to provide an opportunity to interact telephonically or via email to provide and process information in response to queries and requests. The primary goal is to deliver the highest level of customer service to all clients while taking full responsibility and accountability for resolving queries and requests in a timely manner.

### Overview:

#### Key Performance Areas:

**1. Customer Service:**  

- Acknowledge and assist clients promptly, maintaining agreed service levels.

- Manage telephone calls professionally and efficiently, with excellent communication skills.

- Log all client dissatisfaction onto the complaints system accurately.

- Use appropriate greetings and exercise courteous mannerisms.

- Build rapport through voice, tone, pitch, and body language.

- Engage clients effectively to understand their needs using probing and listening skills.

- Create a positive client experience by providing accurate information and escalating when necessary.

- Maintain and update all contact details with various methods available.

- Share information openly to enhance team effectiveness.

- Contribute positively to team performance with a supportive and enthusiastic attitude.

- Capture accurate status codes and secondary contacts on CRM for easy understanding and follow-up.

- Escalate queries/complaints to Senior staff when needed.

- Maintain minimum service level targets.

**2. Data Management and Integrity:**  

- Confirm data entry and maintain clients' latest contact details.

- Ensure accurate data entry for all client contacts and feedback.

- Maintain a low error rate on wrap-up codes and open cases.

- Adhere to policies, procedures, and protocols for accurate reporting.

**3. Adhering to Policies and Procedures:**  

- Adhere to Divisional and AFFS policies, procedures, protocols, and SLAs.

- Utilize business tools and equipment effectively.

- Adhere to schedules and Contact Centre Handbook protocols.

- Meet customer survey satisfaction standards.

- Identify opportunities for cross-selling products and services.

- Adhere to the POPIA act regarding confidentiality.

**4. Treat Customers Fairly:**  

- Identify and pursue opportunities aligned with TCF principles.

- Act as a brand ambassador by modeling Alexforbes values.

**5. Personal Development:**  

- Participate actively in professional development, training, and coaching sessions.

- Respond openly to feedback and apply knowledge to meet business objectives.

- Contribute positively to a cohesive workplace environment.

**Company:** Alexander Forbes  

**Link:** [Alexander Forbes Careers]

This learnership provides a valuable opportunity to develop essential customer service skills, data management proficiency, and adherence to industry standards and regulations. Join us in creating positive client experiences and contributing to a dynamic workplace environment. Apply now to embark on a journey of personal and professional growth with Alexander Forbes.