Call Centre Agent (Internal Applicants Only) - (7370)
Job Title: Call Centre Agent (Internal Applicants Only)
Faculty: Support / Admin Department
Department: Cape Peninsula University of Technology -> Marketing & Communication
Campus/Location: Cape Peninsula University of Technology
Job Type: Permanent
Occupational Function: Support / Admin
Number of Positions: 1
Annual Salary Package (incl. Medical Aid rate based on principal member only): To be confirmed
Advert Closing Date: 23/9/2024
Job Purpose: To provide a first call resolution to the CPUT customers, maintaining a professional and high customer care service on behalf of the university by providing information through telephone and email communication.
Job Knowledge, Skills and Experience:
- Matric / Senior certificate
- Minimum of two years experience in Call Centre operations or similar in a tertiary education environment
Recommended:
- A post matric qualification will be advantageous
- Knowledge of one South African language in addition to English
Key Performance Areas / Principal Accountabilities:
- Support and provide superior service to CPUT customers through telephone and e-mail
- Inform clients by explaining procedures, answering questions, and providing relevant information
- Maintain and improve quality results by adhering to standards and guidelines; recommending improved procedures
- Escalate service requests and complaints to relevant faculties and departments
- Liaise with internal stakeholders of CPUT
- Perform other functions as may be assigned by the line manager
- Excellent oral and written communication skills
- Confidence and professionalism
- Clear telephone voice and skills
- Flexibility and adaptability
- Ability to deal with stressful situations such as angry customers and upset callers
NB: PLEASE NOTE THAT THIS SYSTEM DOES NOT ALLOW APPLICANTS TO UPLOAD CVs. IT IS THUS IMPORTANT THAT APPLICANTS COMPLETE ALL SECTIONS COMPREHENSIVELY AS FAILURE TO DO SO MIGHT DISADVANTAGE YOU. PLEASE UPDATE YOUR APPLICATION ON THE SYSTEM WITH THE LATEST INFORMATION AS THIS WILL BE THE ONLY CRITERIA USED FOR EVALUATION OF YOUR APPLICATION BY OUR PANEL.
The Cape Peninsula University of Technology is committed to Employment Equity and aims to attract and retain talented individuals to achieve our equity objectives. Therefore, people from designated groups, including those with disabilities, are encouraged to apply. Preference will be given to applicants whose appointment contributes towards the achievement of demographic representation. We reserve the right not to make an appointment.
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