Saturday , April 20 2024

Sasol Careers – HR Contact Centre

Website Sasol

Job Description:

Act as the first point of contact through several channels including phone, e-mail, fax, and service portal.

Job Responsibilities:

  • Route queries to the right specialist in the business unit to direct efficient and timely query resolution.
  • Prioritise and distinguish between the nature of queries at hand to drive effective and quick resolution (e.g. normal, urgent, and emergency queries).
  • Effectively answer queries using several channels, service portal, phone, fax, and emails.
  • Provide accurate resolutions for simple queries and enquiries logged by customers.
  • Effectively manage customer needs through efficient management of cases. Enable a high level of quality, resolution, and support.
  • Utilise references, source documentation, and contact centre systems to deliver correct advice and share information with clients.
  • Follow the process of capturing and resolving service issues. Secure progression to satisfaction timeously.
  • Achieve the agreed target of first call resolution promptly.
  • Apply evidence-based SHE practices in alignment with set standards for safe operations.
  • Guarantee that correct, relevant, and accurate knowledge is shared with customers at all times.
  • Accurately log, classify, and track queries according to contact centre standards.
  • Confirm accurate interpretation of policies and procedures to effectively apply applicable and correct resolutions.
  • Display excellent telephone and e-mail etiquette at all times.
  • Secure continuous alignment with business strategy and processes.
  • Create and update data accurately and promptly.
  • Escalate and report complex queries to senior contact centre agent for resolution.

Job Requirements:

  • Self-Takes accountability for driving own growth through developing self-awareness, reflecting, seeking feedback and self-correcting
  • Relationship The conscious aim to develop and manage long-term and/or trusting relationships with internal or external customers, distributors, suppliers, or other parties in an environment which can include marketing, selling, servicing and other areas where a relationship is crucial to on-going success. At a senior level, it includes C-level relationships with senior management such as CEO [Chief Executive Officer], CIO [Chief Information Officer], and CFO [Chief Financial Officer].
  • Knowledgeable of the theory, purpose, architecture and design of the management, administration and relationships of the organization’s data.
  • A continuing focus on the needs and requirements of customers and clients, anticipating their needs, remaining sensitive to customers while performing services for them, responsive to customer needs.
  • The ability to access information from databases, forms, and other sources, and prepare reports according to requirements.

Qualification & Experience:

  • 3+ relevant years
  • High School / School Diploma or similar

Job Details:

Company: Sasol

Vacancy Type:  Full Time

Job Location: Secunda, Mpumalanga, SA

Application Deadline: N/A

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