Job Description

Our call centre, based in Benoni is looking is for committed and dedicated agents to manage emergency and routine telephone calls from clients across different product ranges.

• Key Performance Areas:

xc2xb7 Manage Emergency Calls

xc2xb7 Find solutions to uncommon problems

xc2xb7 Perform administrative duties

Key Tasks:

Manage Emergency Calls:

Manage the Integrated Emergency Response (IER) application

Operate a multi-line telephone console and alert system

Obtain pertinent information necessary to the dispatch process

Use the network to exchange information with other law enforcement and/or emergency response units

Find solutions to uncommon problems:

Perform emergency medical dispatch and crisis intervention services

Determine the level of priority of calls and enter information into computer-aided dispatch system

Perform administrative duties:

Maintain accurate records on each request for assistance

Any other relevant instructions pertaining to the department and issued by the Manager

Other requirements:

xc2xb7 Must have valid drivers license and own vehicle

xc2xb7 Required to travel

xc2xb7 Attend events as and when required

Essential Qualifications:

xc2xb7 Matric

xc2xb7 BAA / First Aid level 3

Desirable Qualifications:

- National Certificate in Emergency Care

Essential Experience:

xc2xb7 2 years experience in an Emergency contact centre

xc2xb7 Customer care experience

xc2xb7 Experience working shifts

Knowledge and Skills:

xc2xb7 Excellent Computer skills

xc2xb7 Understand basic dispatch codes, as well as standard abbreviations

xc2xb7 Excellent communication skills

xc2xb7 Good organising skills

xc2xb7 Time management skills

xc2xb7 Problem solving skills

Attributes:

xc2xb7 Able to prioritise a large volume of calls

xc2xb7 Maintain patience and efficiency

xc2xb7 Active listener

xc2xb7 Ability to work under stressful situations

xc2xb7 Responsible

xc2xb7 Accountable

xc2xb7 Honest, hardworking and humble

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