CONTACT CENTRE AGENT (X3 POSTS)

NATIONAL SCHOOL OF GOVERNMENT (NSG)
The National School of Government (NSG) is mandated to train and develop public servants as a means
to realize the national development objectives of the country and thereby support sustainable growth,
development and service delivery. The purpose of the NSG is to build an effective and professional
public service through the provision of relevant training interventions.
APPLICATIONS : Principal: National School of Government, Private Bag X759, Pretoria, 0001
FOR ATTENTION : Ms L Raseroka, HR Unit , National School of Government by hand at ZK
Matthews Building, 70 Meintjes Street, Sunnyside, Pretoria. E-mailed and
faxed applications will not be accepted.
CLOSING DATE : 27 September 2019 at 17h00
NOTE : Applications must consist of: A fully completed and signed Z83 form; a recent
comprehensive CV; contactable referees (telephone numbers and email
addresses must be indicated); the relevant reference number must be quoted
on the application. Foreign qualifications must be accompanied by an
evaluation certificate from the South African Qualification Authority (SAQA). All
non-SA citizens must attach a certified copy of proof of permanent residence
in South Africa. All short listed candidates will be required to submit certified
copies of their identity document and qualifications before the interviews. All
shortlisted candidates will be subjected to personnel suitability on criminal
record, citizen verifications, financial record checks, qualification/Study
verifications, previous employment verification and also extend to social media
accounts to align verifications to comments/behaviour by applicants.
Shortlisted candidates may be required to write a test before the interviews.
The National School of Government reserves the right not to make an
appointment. Correspondence will be limited to shortlisted candidates only.
Applicants are requested to submit a new application/Z83 for each post they
are applying for. Suitably qualified and experienced candidates are invited to
apply for the following vacant positions. The National School of Government
will give preference to individuals whose appointment will improve employment
equity in the department. In terms of the employment equity targets, preference
will be given to African Males, Coloured Males and people with disabilities.
Applicants are advised to read Chapter 4 of the Public Administration
Management Act of 2014 from the DPSA website regarding the repositioning
of NSG to Higher Education institution.

POST 33/120 : CONTACT CENTRE AGENT REF NO: NSG17/2019 (X3 POSTS)
SALARY : R208 584 per annum (Level 06) (plus competitive benefits cost to company).
CENTRE : Pretoria.
REQUIREMENTS : Grade 12 or equivalent. Experience: 0 – 1 years’ experience in a contact centre
environment. Competencies/Skills: Good verbal and written communication
skills. Proficient in relevant computer applications. Interpersonal skills.
Customer Service experience. Problem solving skills. Problem analysis. Time
management skills. Ability to work efficiently and effectively at all times.
Knowledge: Good knowledge of client relations (how to engage and relate to
clients). Understanding of the public sector. Good knowledge and
understanding of the NSG in order to service the client effectively and
efficiently. Computer literacy (MS Excel, Word, PowerPoint). Reasonable
expertise in the field of contact centre operations. Relevant product knowledge.
Personal attributes: Adaptability. Team player. Self-driven. Attention to detail.
DUTIES : Support and provide superior services via phones, emails and faxes as
receiver and caller. Use questioning and listening skills that support effective
telephone communication. Use an effective approach to handle special
telephone tasks like call transfers, taking messages, call backs, holds,
interruptions and unintentional disconnections. Understand the impact of
attitude in handling calls professionally. Effectively deal with job stress, angry
callers and upset customers. Use the most appropriate way to communicate
with different behaviour types on the telephone. Apply elements of building
positive rapport with different types of customers over the phone. Apply the
proper telephone etiquette to satisfy customer situations. Apply appropriate
actions to effectively control a telephone call. Meet commitments to customers.
Provide customers with product and service information. Follow up customer
calls where necessary. Capture and record interaction details for reporting
purposes. Create product awareness to all National, Provincial, Local
Government departments and state owned institutions. Investigate clients’
complaints and resolve by providing regular feedback. Identify and escalate
priority issues. Attend to requests and nominations received via fax, email,
walk-ins and referrals from all departments. Generate quotations according to
the required norms and standards. Create case files for confirmed courses and
generate calendar ID and link it to the relevant course event. Add course venue
on TMS by capturing client details. Maintenance of Training Calendar.
Calculate the contribution on courses with less than 20 participants. To follow
up on all near lapsing quotations. Manage the lead time for effective and
efficient course delivery. Engage in the process of course cancellation and
postponements. Acknowledge receipt of bookings forms via email, fax or
telephonically. Capture the nomination list as provided by the client before
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commencement of the course. In terms of the employment equity targets,
priority will be given to African Males, Coloured Males and people with
disability.
ENQUIRIES : Mr A Raaths Tel No: (012) 441 6314
In connection with the applications kindly contact Ms Letty Raseroka (012) 441
6626 or Mr Mpho Mugodo, Tel No: (012) 441-6017.

Image: Pixabay

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