Shoprite Call Centre Learnership for 2016

Shoprite Call Centre Learnership for 2016

Closing Date: 04 September 2015
Location: Cape Town, Epping

Purpose

The MF in Call Centre Learnership Program develops matriculants with no previous work experience. Learners that successfully complete the program obtain a Help Desk Level 2 qualification. The 12-month program contains classroom and workplace components to identify and understand customer needs, delivering a first class inbound and outbound customer service and sales, in order to increase the profitability of the business and remaining committed to treating customers fairly.

Qualifications

• Applicants must have passed Grade 12 and must be currently unemployed. 
• Applicants must have passed Grade 12 and Mathematics / Mathematical Literacy 
• Applicants must have passed an official second language.
• Only SA citizens aged between 18-25 are eligible to apply.

Skills

• Computer literacy – MS Office 
• Communication Skills
• Attention to detail
• Negotiation Skills
• Time Management Skills

Job objectives

1. OPERATIONAL PRODUCTIVITY

• Answer calls and contact customers telephonically
• Make outbound calls to acquire customer information
• Obtain customer information
• Handle all customer inquiries telephonically
• Process personal loans applications and documents
• Explain the personal loans application process clearly to customers

2. CUSTOMER SERVICE DELIVERY

• Identify and understand customer needs to provide high quality service
• Manage and resolve customer service complaints
• Provide customers with accurate information on products and services to ensure consistency 
• Update existing customer information on the data base
• Follow up customer calls where necessary
• Investigate, resolve and process high volumes customer enquiries to deliver quality customer service
• Escalate queries or complaints to appropriate channels to ensure effective resolution

Competencies

Essential

• Relating and networking
• Persuading and influencing
• Presenting and communicating Information
• Delivering results and meeting customer expectations
• Following instructions and procedures
• Adapting and responding to change

Desirable

• Working with people
• Coping with pressures and setbacks
• Adhering to principles and values

How to Apply

Apply for the Shoprite Call Centre Learnership Programme