NSFAS: STAFF ADVERT/2015
JANUARY 2015
To: All Staff
STAFF VACANCIES
The following vacancy exists within the Contact Centre Department at NSFAS.
CONTACT CENTRE AGENT (PERMANENT POSITION – JOB GRADE 4-5)
POSITION OVERVIEW
Reporting to the Team leader: Contact Centre: the role will be responsible to handle
inbound and outbound calls as well as dealing with written enquiries in satisfying the
customer’s requirements.
RESPONSIBILITIES
1. Demonstrate NSFAS and Contact Centre values
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Treat customers in a professional and courteous manner, taking time to gain a
full understanding of their needs and actively seek to meet them
Maintain the confidentiality of our customers and stakeholders
Communicate objectively, truthfully and accurately
Take accountability for our actions
Deal with complaints and enquiries promptly and efficiently
Produce and maintain accurate records where required
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Treat colleagues with respect and dignity
Embrace continuous learning as a way of working and developing ourselves
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Acknowledge differences and work together to create solutions
Recognise that individual and NSFAS success is dependent on teamwork
Adhere to the department’s Code of Conduct
Private Bag X 1, Plumstead 7801
Tel: 021 763 3200 | Fax 021 797 8131
www.nsfas.org.za
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2. Operational Efficiency
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Answer and resolve inbound calls to prescribed standards
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Resolve inbound emails as per service delivery standards with strong focus on
first call resolution
Ensure contacts are handles as per agreed quality standards
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Manage and resolve customer complaints
Identify and escalate calls to second level support
3. Productivity
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Ensure 100% of contacts received are captured against the correct classification
Ensures that First Call Resolution (FCR) is achieved as per agreed standards
Ensure required work time utilization standards is achieved
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Ensure that adherence to schedule standards is achieved.
Ensures agent contacts per hour are achieved according to prescribed standards
4. Department Success, including customer focus
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Adopt a customer-centric approach where the customer is king
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Ensuring that the customer experience is consistent across all touch points
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Being a team player and contributing to the unit’s Service Levels
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Promoting a professional, ethical and customer-focussed working environment
that ensures effective and efficient service delivery
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Committed to developing a professional and respected NSFAS brand
Private Bag X 1, Plumstead 7801
Tel: 021 763 3200 | Fax 021 797 8131
www.nsfas.org.za
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DESIRED SKILLS AND EXPERIENCE
Minimum requirements:
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Grade 12 (Matric) or NQF level equivalent
3 years Contact Centre experience, or customer service experience
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Knowledge of Contact Centre technology
Multimedia channel environment (inbound, outbound, emails, social media)
PC Literacy and Microsoft Office Suite (Word, Excel, Outlook)
Ability to speak an African language is preferred
Shift work and working on Saturdays is required – Contact centre operating times
08h00 – 20h00
JOB DETAILS
Job grade:
4-5
Remuneration:
R 141 787 – R 199 688
Total Cost to Company per annum inclusive of all benefits and company contributions.
Included in the above remuneration is the company contribution to our compulsory pension
fund (15%), medical aid contributions and an annual bonus.
Interested applicants should send detailed Curriculum Vitae, copies of academic
qualifications and names of three contactable referees to Ms Thokozile Mnikina via email
[email protected]
Closing date: 3rd February 2015
Private Bag X 1, Plumstead 7801
Tel: 021 763 3200 | Fax 021 797 8131
www.nsfas.org.za
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“NSFAS is committed to employment equity. Preference will be given to candidates who
improve employment equity ratios.”
If you do not hear from us within two weeks of the closing date, please consider your
application unsuccessful.
Private Bag X 1, Plumstead 7801
Tel: 021 763 3200 | Fax 021 797 8131
www.nsfas.org.za
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