Closing Date: 08 May 2015
Location: Cape Town

To provide superior service to internal and external customers via all contact channels and all media.
Successful candidates will qualify with a National Certificate in Contact Centre Support and gain practical experience in the Contact Centre environment.

Duties and Responsibilities: 

  • Answering inbound calls as well as assist customers who have specific enquiries.
  • Dealing with incoming calls on a skills based routing basis.
  • Transferring calls to other departments.
  • Handling and resolving customer complaints or escalating
  • Receiving and actioning emergency calls (if trained).
  • Booking Technical service calls.
  • Qualifying Sales leads and booking of appointments.
  • Providing basic Technical assistance to clients (troubleshooting).
  • Providing customers with feedback to resolve queries.
  • Loading of temporary / holiday instructions (if appropriate to skills base).
  • Handling Accounts, Sales, Technical, Ops and other queries.
  • Verifying Listener information.
  • Delegating queries / complaints to relevant departments.
  • Working as a team and assisting colleagues with daily Contact Centre operational issues.

Requirements

  • South African citizen.
  • Hold a valid and recognised Matric Certificate with Maths or Maths literacy, English and a second language.
  • Not be engaged in post matric studies or formal employment.
  • Must not have completed any previous learnership.
  • Be between the ages of 18 and 30 years. (For learners with disability age up to 35)
  • Excellent communications skills (English).
  • Have basic computer skills.
  • Have a keen interest in all tasks related to Administration and Customer Service.
  • Must have an interest in Customer Services and be able to work under pressure.

How to Apply

Apply for the ADT Contact & Monitoring Centre Learnership Programme 2015 / 2016

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