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 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 Treat colleagues with respect and dignity Embrace continuous learning as a way of working and developing ourselves 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 1 2. Operational Efficiency Answer and resolve inbound calls to prescribed standards Resolve inbound emails as per service delivery standards with strong focus on first call resolution Ensure contacts are handles as per agreed quality standards Manage and resolve customer complaints Identify and escalate calls to second level support 3. Productivity 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 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 Adopt a customer-centric approach where the customer is king Ensuring that the customer experience is consistent across all touch points Being a team player and contributing to the unit’s Service Levels Promoting a professional, ethical and customer-focussed working environment that ensures effective and efficient service delivery 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 2 DESIRED SKILLS AND EXPERIENCE Minimum requirements: Grade 12 (Matric) or NQF level equivalent 3 years Contact Centre experience, or customer service experience 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 3 “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 4
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