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

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