Jobs at Achievement Awards Group

Description

To be accountable for delivering and providing a magical best-in-class service via the telephone, email, chat, text or any other social media platforms to handle a variety of service functions.
The successful incumbents will provide first line service with a focus on data accuracy, support, complaints and basic problem-solving capabilities. 
Daily call and quality targets will be in place, and you will operate under close supervision of the Team Manager whilst following predefined standard operating processes and procedures.  

This position is accountable for:

• Answering and/or initiating customer interactions, responding to customer needs in a professional, service-orientated manner
• Constantly meeting organisational service level agreements by taking appropriate actions to resolve customer queries 
• Assessing customer concerns by eliciting the relevant and sufficient information to enable an accurate, appropriate and timely resolution
• Following appropriate procedures providing solutions to all customer interactions, tailored to the needs of the individual customer
• Providing feedback to the customer on actions taken to ensure appropriate magical levels of customer service
• Remaining current with product, system, process and policy knowledge
• Escalating complex problems and difficult situations when required
• Diffusing difficult situations and managing the flow of the call and maintaining control all while navigating the necessary business systems
• Checking customer details to ensure accuracy and relevance to the service interventions

Requirements

Knowledge, skills and attributes:

• Good verbal (English, Zulu, Sotho and Xhosa) and written communication and customer service skills
• Attentive listener with a professional approach
• Good attention to detail and data accuracy
• Adaptable and flexible, adapts style to align to cultural differences
• Knowledge of standard rules, procedures, and operations within a contact centre environment
• Ability to solve basic problems which may be varied but similar
• Ability to fact find to gain a full understanding of an issue and consider most appropriate response
• Ability to work effectively in a team to support the achievement of objectives
• Demonstrates the ability and passion to learn

Experience and Education:

• Matric or NQF Level 4  
• Minimum one-year high pressured customer service environment
• Experience with the prompt resolution of complaints 

Job-related knowledge and skills:

• Knowledge of Microsoft Word, Outlook, and Excel
• Experience with Customer Management Interface & related applications
• Excellent communications skills and telephone etiquette  
• Good knowledge of contact centre procedures
• Ability to retain large amounts of information regarding the campaign and processes.

Competencies required (non-negotiable): 

Client engagement:

• Takes ownership to resolve queries promptly and capably.
• Shows empathy in understanding client needs
• Resolves query within the required process and turnaround times.
• Provides a positive client experience (magical)

• Customer service support:
  • Receives and handles requests for service, following agreed procedures.
  • Promptly allocates calls, queries as appropriate.
  • Logs incidents and service requests and maintains relevant records
  • Communicates effectively with customers to provide relevant information about products and services.
  • Seeks assistance from colleagues for the resolution of more complex customer service queries and complaints.
  • Uses databases to retrieve and enter data following standard operating processes and procedures

• Integrity
  • Adheres to the good business practice (code of conduct)
  • Embraces working procedures, company policies and regulations.
  • Can be trusted to keep own commitments and supports others in keeping their commitments
  • Considers the interest of the client, community and environment.
  • Acts consistently in accordance with clear ethics and values.

• Teamwork
  • Understands the goals of the team and puts these ahead of self-interest.
  • Expresses appreciation of the positive contribution of others.
  • Open to give and receive constructive feedback to meet the team objectives
  • Share knowledge in order to help the team achieve collective success.

• Results orientation
  • Accepts ownership of and responsibility for own work.
  • Pursues organisational objectives with energy and persistence.
  • Sets high personal standards for performance.
  • Sets goals and works to meet established expectations; maintains performance levels

go to method of application »

Description
The primary purpose of this role is to support and enhance APIs, utilizing AWS SAM/Lambda, PHP, C#, and SQL, while effectively communicating with clients.

This position will be accountable for:

• Assisting with the gathering and analysis of user and business requirements
• Creating user interactions on various websites and platforms, writing code optimised for mobile and develop databases and services for functionality
• Under routine direction, co-designing, building, testing and implementing software solutions
• Writing clean, functional code on the front- and back-end
• Testing and fixing bugs or other coding issues
• Designing tools for systems to meet business needs whilst retaining compatibility with enterprise and solution architectures
• Delivering technical visualisation of proposed application architecture to the technical lead / software development lead
• Designing, coding and testing programs and scripts against agreed specification
• Conducting releases to test and production environment and implementing post release reviews
• Documenting application process for future maintenance and upgrades
• Writing technical specifications, documenting code throughout the development process, including changes made and special instructions required for deployment
• Creating and maintaining technical documentation using defined technical documentation templates
• Investigating, analysing and documenting reported defects and performing maintenance programming and correction of identified defects
• Transcribing data on to the change management system, ensuring accuracy and consistence of information

Requirements
 Knowledge, skills and attributes:

• A challenging and enquiring mind with attention to detail
• Proficient in both front and back-end coding
• Solid understanding of design principles and a solid knowledge of database architectures
• Working knowledge of the software development lifecycle methodologies
• Knowledge of appropriate standards associated with IT practice, nationally and internationally within own sphere of work
• Ability to code following published standards and design guidelines
• Familiar with methods and techniques, storage and version control of information both paper and electronic formats
• Ability to establish relationships and maintain contacts with people from a variety of backgrounds and disciplines
• Ability to learn new technology skills quickly
• Capable of applying analytical thinking to understand a problem or situation and select an appropriate method or tool to resolve the issue
• Understanding of the metrics associated with a problem or situation and be able to manipulate as necessary to identify solutions
• Knowledgeable of organised and documented sets of techniques and proven methods, intended to facilitate the structured and open development of applications, using the approach where development and operational staff work together (e.g., JSON, REST, SCRUM, UML)
• Knowledgeable of research techniques, methods and tools for the systematic discovery, analysis and reporting of knowledge about all aspects of information systems
• Awareness of IT Project and Programme Management, IT Lifecyle, and IT infrastructure components

Education and training:

• Bachelor’s Degree in Computer Science, Information Systems, Engineering or equivalent
• Relevant certifications, e.g., coding bootcamps, moocs

Experience:

• At least 3-5 years’ experience in a similar position (front-end or back-end development)
• Experience of dealing with relevant stakeholders
• Exposure and experience in using IT methods and tools, including setup, configuration, maintenance and support
• Experience using established techniques to identify current problems and document business requirements for simple subjects
• Some experience with data management and project management