7 Customer Service jobs in Cape Town on Job Mail

Duties & Responsibilities

Must Not have Completed a Contact centre NQF Level 2 Learnership Previously

• Respond to a targeted amount of telephone calls accurately and in a specified time frame, thereby meeting set service standards.
• Meet Customers' expectations by being knowledgeable, professional and courteous and thereby ensuring ‘one-contact' resolution
• Maintaining the Card database by means of accurately processing information on individual Cards
• Assist customers with the companies online and Companies App related queries
• Assist customers’ with Companies Bookings
• Being the first port of call for customers in dealing with queries and thereby being an integral link between the customer and the organization.
• To assist with any ad-hoc data capturing e.g. updating customer contact records, as well as outbound calling for ad-hoc service related campaigns
• Completing daily productivity reports in excel for any outbound work done

Desired Experience & Qualification

Minimum requirements

Matric or equivalent

Typing speed of 20 wmp

Computer literate (Proficient in MS Outlook, Word and Excel at beginner level)

Must be able to speak clearly and communicate in English

Language: German

Candidates spec: South African Citizens / Permanent Resident holders only. Applicant MUST have excellent German written skills.

Contract Type: Permanent

Effective Start Date: 01 December 2021

Training Duration: 4 weeks

Training Type: Remotely / Virtually

Position Type: Home – based

Additional Requirements: All Applicants are required to have a stable Internet Connection preferably Fibre Connections. Successful applicants are liable for the own internet cost.

Shifts: Mondays – Sundays (06h00 – 22h00) with rotational weekend work

Your Role as CSSR

• Work for a prestigious airline brand on various work streams
• Assistance to passengers with pre & post flight departure travel-related queries in customer relations department in German & English languages
• Work on renowned airline reservations systems & handle outbound voice calls, written correspondence & other multimedia channels daily
• Fully paid product and systems training provided
• Daily interactions with international passengers with queries and compliments
• Required to meet specific key performance indicators and meet expected client service levels
• Demanding and time-sensitive call centre environment
• Experience our multi-cultural work environment with colleagues from all over the world

Requirements:

1. Native level fluency in German language: Verbal & Written skills essential (Advanced/Fluency level)
2. Permanent residence permit or South African ID holders only
3. Flexibility to work shifts. Weekends may apply.
4. Excellent customer service skills essential. Experience in call centre or travel & tourism industry preferred.
5. Excellent Computer literacy & technical skills
6. Knowledge & experience on MS Office products & able to work on Windows-based operating systems. Previous experience on travel reservations systems is beneficial.
7. Own transport
8. No criminal record. Will be required to complete biometrics at Mindpearl offices

Job Description

• Responsible for ensuring smooth functioning of Quality Compliance, driving compliance and process improvement initiatives in the allocated business processes
• Ensure timely incubation of QCAs in allocated processes and ensuring that QC deliverables (monitoring, feedback, production, reporting) targets are met
• Manages / Leads innovation / PE projects
• Assist in set up of Quality Compliance function for business processes in coordination with Operations and/or Migrations Team -Timeously and accurate reporting of the internal rating on the SLA parameters; timeously and accurate reporting of quality performance
• Conduct regular Gage R & R / calibrations sessions internally and/or with clients
• Perform ongoing reviews to ensure compliance to QSD and facilitate in changes in QC procedures
• Drive compliance in business processes to internal standards and third-party certification standards by providing support to Operations in closure of audit findings
• Train / mentor QCAs on quality tools and concepts
• Support Six Sigma Projects

Competencies Required

• Fosters a spirit of collaboration and teamwork
• Content Development
• Networking & Influencing
• Basic Statistical Analytics
• Operational planning and Process Management Knowledge
• Has a bias for action. Superior Implementation Resolves Conflicts Constructively
• Feedback
• Communication
• Conformance with Policies/Compliances
• Process Mapping and Documentation
• Ability to Work Independently
• Monitoring and reviewing
• Problem Solving

Experience Required

Minimum of 2 years International BPO / Offshore Quality Assessing Management / Team Leader experience.

Basic Function

• End-to-end ownership for managing technology operations in a hybrid operating environment, address support challenges and be the escalation point for issues in network, system and voice environment.
• Partner with business and clients for all new RFP/RFI and enable effective and timely onboarding of new clients.
• Effective partnership with global teams and drive efficiency and adoption of enterprise capabilities.
• Responsible for identifying areas of improvement and implement service improvement initiatives.
• Efficient service delivery of multiple client relationships in line with the agreed Master Service Agreement (MSA) and service levels (SLA/s), as per contract
• Manage Customer Relationship and act as a first Point of Contact for any Process / Functional Escalations.

Essential Functions

• Supplier Management – Manage business relationships with external partners and participate in regular supplier reviews.
• Effectively manage all Internal, external, client and statutory audits.
• Client Portfolio Management – End of End documentation / reporting ready & up-to-date for any business requirement.
• Responsible for identifying, implementing and review of service improvement initiatives. Drive productivity improvements as per plan and control cost of operation.
• Participation in Service delivery Reviews on SLA adherence, ongoing projects with Client and Internal stakeholders.
• Driving Effectiveness of Compliance & Information Security as part of Service Delivery of client processes. – Shoulder responsibility and work with Internal Audit Teams to meet compliance requirements.

Education Requirements

Graduate, Preference for B.E. / B.Tech with industry recognized certifications like ITIL/ ITSM.

Work Experience Requirements

• Minimum 16 – 18 years in managing technology operations for a large organization in outsourcing environment.
• Willingness to work in a 24 x 7 environment.

Availability

To start ASAP

Job Description

• Work for a prestigious airline brand: Brussels Airlines Group / Lufthansa Airline Group
• Assisting passengers / travel agents with flight bookings and queries relating to their travel in Dutch/Flemish & English on inbound voice calls & written correspondence
• Work on renowned airline reservations systems
• Full paid product and systems training provided
• Daily interaction with international passengers
• Experience our multi-cultural work environment with colleagues from all over the world

Working hours

• Full time contract (40 Hours per week) at 5 – 8 hours’ shift per day
• Flexible rotational shifts including weekends with 2 rest days per week
• Operational hours: 08h00 – 20h00 (Mon-Fri), 08h00 – 18h30 (rotational Saturdays), no Sunday work

Remuneration

1. Paid annual leave starting at 18 days; get an additional day with each completed year of service up to 25 days
2. Health Insurance Plan – network GP visits, dentistry, optometry, medications etc. (Paid by the Company)
3. Employee Assistance Programs
4. Provident Fund (SA citizens / PR holders)
5. Work from home or from office:
   1. Own home Fibre line & UPS solution required for work from home/remotely

To apply, please provide the following:

• Updated CV
• Copy of ID/PR/VISA that permits you to work
• Completed language assessments will be carried out during screening by the recruiter
• Proof of internet (for work from home applicants)

Brief CSSR Job description

• Work for a prestigious airline brand on various work streams
• Assistance to passengers with pre & post flight departure travel-related queries in customer relations department in Greek & English languages
• Work on airline reservations systems & handle voice calls, written correspondence and other multimedia channels daily
• Fully paid product and systems training provided
• Daily interactions with international passengers with queries and compliments
• Required to meet specific key performance indicators and meet expected client service levels
• Demanding and time-sensitive call centre environment

Requirements

• Native level fluency in Greek language: Verbal & Written skills essential (Advanced/Fluency level)
• Located in South Africa
• Permanent residence permit / South African ID holders preferred
• VISA candidates will be considered for foreigners residing in South Africa
• Excellent Computer literacy & technical skills
• No criminal record
• Flexibility to work shifts
• Previous customer service experience preferred

Employment terms and conditions

1. Work from Home
   • Client will provide laptop
   • Candidate must have fibre / stable ADSL internet connectivity and cover internet costs
2. Full-time, permanent contract: 40 hours per week; 8 hour per day (Part-time employment may be considered – minimum of 20 hours per week)
3. Working hours: Monday – Friday 08h00 – 19h00 including weekends (09h00 – 17h00). EU daylight savings will apply. Rotational weekends and shifts. *Shifts may be subject to change depending on client requirements.
4. Training: 4 weeks (Fully Paid). Training will be conducted remotely via MS Teams / Zoom.
5. Probation period: 4 months

To apply, please provide the following:

• Updated CV
• Copy of ID/PR/VISA that permits you to work
• Language assessments will be carried out during screening by the recruiter
• Proof of internet (for work from home applicants)