Website eMedia Investments
e.tv is South Africa’s biggest independent and free-to-air television channel. Established in 1998, the channel has been in existence for over two decades and appeals to all races, genders, ages and income groups.
Key Deliverables
Interpersonal and team relationships Build, support and maintain interpersonal and team relationships to ensure stable working environment and achievement of team objectives. Personal development Complete Individual Development Plan. Attend learning and development courses. Participate in peer and team learning initiatives. Maintain Customer Relationships Resolving and responding to customer queries, complaints, comments and suggestions.
Providing advice to customers about Openview and other eMedia related products.
Promote the e and Openview brand names and loyalty to the brand through excellent service delivery. Customer Contacts Customer Care Agents are required to meet a minimum of 85 customer contacts as a minimum per month. Productivity Achieve a productivity output of between 80-85% on a monthly basis, by managing their call volumes, and on the floor time efficiently. Average Handling Time Manage their calls handling times, and maintaining a call handling time of 4:30-5:00 minutes.
Interaction Logging 90-95% of all the customer interactions across platforms, must be captured onto the CRM system. Quality Assurance Providing exceptional service to our customers, while resolving the requests in effective and efficient ways. Maintaining an average score of 90% Knowledge Assessments Written assessments on all products, systems, processes and business rules. With a required score of 85% per assessment.
Requirements
Qualifications:
National Senior Certificate – Essential
Experience:
Customer Services / Sales – 1 year – Essential
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