Job Description<\/p>\n
\tA Call Centre Agent will be responsible for providing excellent customer service and support to callers\/guests. This includes answering questions, addressing concerns, and resolving issues or complaints in a professional and efficient manner.
\n\tThe incumbent will execute customer support via calls, business WhatsApp and emails. Resolve first line queries and escalate where necessary.<\/p>\n
Call Centre Agent Job Duties:<\/p>\n
\tComplaint resolution rate in line with company policy and guidelines
\n\tCall quality, ensuring that the guest is provided with the best services in each interaction.
\n\tAll unresolved complaints should be escalated, followed up and feedback provided to the guest in line with the escalation process.
\n\tProvide accurate and up-to-date information about movies and showtimes.\u00a0 \u00a0 \u00a0\u00a0
\n\tPromoting and managing our customer loyalty program\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0
\n\tEnsure information accuracy in all feedback provided to guests on various products.\u00a0 \u00a0 \u00a0 \u00a0
\n\tFully understanding the refund policy from start to finish\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0
\n\tAdherence to schedule (Weekly and monthly roster) \u00b7\u00a0 \u00a0 \u00a0 \u00a0
\n\tCompliance with quality standards and procedures\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0
\n\tAbandoned call rate should be in line with department SLA.\u00a0 \u00a0 \u00a0
\n\tAverage call handling time should be in line with business rules.\u00a0 \u00a0 \u00a0\u00a0
\n\tAll daily checklists should be submitted before the start of the shift.
\n\tKnowledge of the movie theatre’s operations, policies, and procedures.
\n\tKnowledge of the movies showing, showtimes, and available promotions and discounts.
\n\tFamiliarity with ticketing systems, loyalty programs, and payment processing.
\n\tUnderstanding of guest service principles and practices.
\n\tKnowledge of basic computer skills and phone systems.\u00a0 \u00a0<\/p>\n
Qualifications:<\/p>\n
\tMatric (non-negotiable)
\n\tCertification in communication
\n\tHigh school diploma or equivalent<\/p>\n
Experience and Knowledge of:<\/p>\n
\tPrevious call centre experience
\n\tProficiency in Microsoft Office Suite
\n\tHands-on experience with office equipment<\/p>\n
Skills:<\/p>\n
\tExcellent communication skills, both verbal and written.
\n\tActive listening skills and the ability to understand customer needs and concerns.
\n\tStrong customer service skills and the ability to provide solutions to customer issues.
\n\tSales and marketing skills to promote movies, concessions, and loyalty programs.
\n\tStrong organizational and time management skills to handle multiple calls and tasks simultaneously.
\n\tAbility to work under pressure in a fast-paced environment.
\n\tAttention to details and accuracy in handling customer requests and transactions.
\n\tAdaptability and flexibility to handle changes in movie schedules or customer requirements.
\n\tPatience and empathy when dealing with customers and their concerns.
\n\tAbility to work as part of a team and collaborate with colleagues to achieve common goals.<\/p>\n
Key Attributes<\/p>\n
\tStrong communication skills (both oral and written) \u2013 clear voice.
\n\tStrong customer service orientation
\n\tStrong relationship building skills.
\n\tHigh energy levels
\n\tGoing the extra mile
\n\tPassionate about movies
\n\tTime management
\n\tMulti-tasking
\n\tProfessionalism
\n\tCustomer service attitude\/skill
\n\tAbility to work without a personal cell phone.<\/p>\n
Apply via company website ( N \/ A ) or<\/p>\n
sterkinekor.simplify.hr<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"http:\/\/sterkinekor.simplify.hr","_company_name":"Ster-Kinekor Theatres Pty Ltd","_company_website":"http:\/\/N%20\/%20A","_company_tagline":"Ster-Kinekor is a South African-based cinema company, and the country's largest movie exhibitor. It represents 60-65% of the market, having 45 cinema complexes consisting of 398 large-scale screens and 58 089 seats; 138 state-of-the-art 3D screens across the country with 129 in South Africa.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[11],"job-types":[12],"class_list":["post-22604","job_listing","type-job_listing","status-expired","hentry","job_listing_region-gauteng","job-type-full-time"],"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/22604","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=22604"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=22604"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=22604"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}