OUTBOUND SALES: ADMINISTRATOR

SUMMARY:

The purpose of the Administrator is to assist the Contact Centre teams with queries, disputes and well as ensure the smooth running of operations within the Contact Centre cluster.

The Administrator will create an affective support team and cultivate strong business relationships within t...

POSITION INFO:

The purpose of the Administrator is to assist the Contact Centre teams with queries, disputes and well as ensure the smooth running of operations within the Contact Centre cluster.

The Administrator will create an affective support team and cultivate strong business relationships within the Isonxperiences functions, amongst both internal and external stakeholders and as such ensuring that all SLAs are met and/or delivered all the time every time.

KEY RESPONSIBILITIES:

Client

• Ensuring that all written forms of communication consistently demonstrates a professional and friendly tone, faultless grammar and free of spelling errors.
• Responding to all customers (internal and external) with willingness and in an appropriate tone and language.
• Managing follow-up action when necessary and providing feedback to the stakeholder concerned.
• Promoting continuous service delivery.
• Escalating and managing customer queries as required.

Operational excellence

• Accurate capturing of customer information, comments and reports on all disputes and queries that are logged on the call logging system – Call Tracker – according to predetermined quality standards.
• Resolving all customer queries or disputes within the required turnaround time.
• Adhering to Isonxperiences policies, the National Regulator (NCR), Credit Providers Association (CPA) and Credit Bureau Association (CBA) compliance requirements.
• Tracking of work items and updating tracking sheet for delivery to the Team Leader.
• Managing outbound workload in accordance to the daily rostering to ensure that calls, emails and other tasks are completed within the required SLAs.
• Understanding personal development areas and achieving / improving thereof.
• 1 year and above experience in admin or relevant role.
• Cell C call centre experience would be an advantage

• Minimum matric or NQF equivalent
• Relevant office administration tertiary qualification advantageous

Experience:

• MS Office and Excel and Word
• Commercial awareness
• Well versed in the English language (speak, read write) and ability to clearly communicate at all levels
• Knowledge of internal computer systems (campaign specific)
• Ability to demonstrate a good knowledge and understanding of the dynamics of the call centre and how to effect performance through practical measures
• Good interpersonal skills
• Ability to deal with customer queries
• Excellent communication both oral and written
• Ability to motivate and influence people positively
• High level of integrity, professionalism and trustworthiness
• Problem solving skills
• Attention to detail
• Sound interpersonal skills
• Approachable
• Questioning and probing ability
• Team player
• Negotiating skills persuasiveness
• Integrity
• High standard of telephone etiquette
• Adaptability
• Customer service orientated
• Positive
• Resilient
• Accountable
• Results driven
• Knowledge sharing
• Demonstrate the ability to manage work load and prioritise activities