Call Centre Agent
City of Cape Town
مجموع سنوات الخبرة :18 years, 3 أشهر
• Mayor’s Reception
• complete request for appointment forms addressed to the Executive Mayor
• Assisting the public with queries and complaints they may have and directing them to the relevant departments
• Identify and screen visitors to the Mayor’s office
• Redirect non local government queries to the relevant organisations and governmental departments
• Assist with projects
• Ensuring the customer is treated with empathy and respect
• Liaising with department to assist the public effectively
• Capturing customer details and queries for record keeping
• Following up and providing feedback to customer on unresolved queries.
• Educating the public on council policies and procedures
• Inbound calls and logging on SAP relating to accounts
• Inbound calls and logging on SAP relating to Water Technical Operations
• Data Capturing
• Phone Checking
• Internet research
• Sales
• Database update
• Courier of books & Invoicing
• Reconciling of courier invoices
• Researching Leads for sales team
• Sales Support
• General office duties -filing, faxing, email
• Stock Control
• Sourcing leads for sales reps
• Exhibition sales
• Debtors
• General Office Duties
• Research
• Purchasing
• Asset management & Stock control
• Data Capturing
• General Office Duties
• Sap - Customer interaction Centre
• Sap Requisition & Reservations& GRN, PM Notifications, Accounts Payable
• Asset Management
• Stock Control
• PC Co Ordination
• Telephone Management
• Data Capturing
• Projects initiation
• Call Centre Queries
• Revamping of the Call Centre - Ordering of furniture, liaising with buyers on purchases,
• HR related matters
• Assisting the admin officer with her functions.
• Budget - assisting cost centre manager with budget control
• Assist the public with telephonic, written, facsimile and e-mail requests/complaints (e.g. municipal account queries, roads/pothole queries, sewerage overflow, water pipe bursts, refuse, dumping, housing queries etc.) nationally and internationally.
• Supervision of Staff
• Arrange meetings to assist with solving difficult problems
• Contact Centre for various internal and external projects within the City of Cape Town where issues have to be received, logged, forwarded to responsible delegate, followed up and closed e.g. Operation Reclaim (external), IDP (external), Mayor’s Listening Campaign (external), City Manager’s Road Show (internal), Placement Process (internal), and N2Gateway Housing Project etc.
• Setting up a database of all contacts
• Typing, filing, faxing, e-mailing
• Corresponding with all departments and depots within the Municipality concerning requests/complaints
• Follow up on outstanding requests and ensure that they have been assisted/or closed
• Answering the switchboard
• Handling personal enquiries
• Recording and following up of help-line calls
• Booking of meeting rooms
• Updating the telephone directory on the computer,
• Allocating street collection dates to different organizations,
• Supervising staff
• Customer care queries i.e. assisting the public with various complaints they have