Salvage Management and Disposals (SMD): Call Centre Supervisor








Company Salvage Management and Disposals (SMD)
Reference # SMDSS05
Published 27/09/2021
Contract Type Permanent
Salary R 7.00 – 9.00 Monthly
Location Centurion, Gauteng, South Africa
Introduction
Core purpose of the role

Call Centre Supervisors help train and motivate call centre representatives as they answer questions, handle complaints, and provide support for clients. They assist in hiring and training employees, monitoring representative progress, and coaching them to cultivate the knowledge and skills to provide excellent service to customers

Job Functions Call Centre
Industries Automotive
Specification
Key deliverables and outputs

Inbound Calls (Answer and Direct)
•Ensure that Call Centre Agents answer all inbound calls
•Ensure that all incoming calls are answered within 20 seconds as per Service Level Agreements
•Assist clients with linking their deposits on the SMD Operating System
•Assist clients to register on www.smd.co.za
•Direct call to the internal SMD hunt call groups only, if no answer on second attempt, take a message and email to the respective Department of Branch





Outbound communication (Calls, emails, WhatsApp and Facebook)
•Assist the Marketing Department to conduct Customer Service Surveys and load results
•Assist with all customer complaints / compliments
•WhatsApp – respond to chats that clients initiate on the SMD WhatsApp number and ensure all chats are actioned daily
•Answer emails received to [email protected] / Call Centre mailbox
•Answer Facebook comments and messages correctly and daily
•Monitor complaints received on the social media platforms and action accordingly
•Assist with prescribed Performance Discussion process

Uninsured Leads
•Ensure that Agents follow the uninsured lead process as per standard operating procedures
•Forward bank leads to Repudiations Department
Manage Head Office post
•Record receipt of all post items on SharePoint system
•Notify users via workflow to collect post
•Ensure users correctly mark that they have collected post on SharePoint and in the collection register
•Ensure tracking numbers (waybills and stock numbers) are visible on post items in SharePoint
•Liaise with the Administration Department to ensure that all parcels have been brought to Reception by specific times. If not, notify the Admin Department manager.
•Ensure Bex collections are ready by specified times daily.

Internal customers
•Branch employees, inter-departments

External stakeholders
•Suppliers, Clients/Customers

Requirements
Academic Qualifications

Essential:
•Matric Certificate
•Business Management / Related Tertiary qualification
•Computer Certificate

Advantageous:
•Driver’s License

Note:
No criminal record

Work Experience

Essential:
•3-5 years previous experience in call centre, customer services and/or supervisory experience
•Experience in the Insurance or Automotive industry

Advantageous:

•Proficiency with technology, especially computers, software applications, and phone systems

Job Closing Date 04/10/2021