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Call Centre Agent




The CSIR (Council for Scientific and Industrial Research) is a leading scientific and
technology research organisation, implementing projects throughout Africa and making a
difference in people’s lives.
Call Centre Agent
About the job:
The CSIR has a vacancy for a Call Centre Agent who will be responsible to answer and
manage incoming calls and emails from personnel within the CSIR (internal clients) in order
to address their requests regrading service delivery issues. The position is based in Pretoria.
Key responsibilities:
• Ensure delivery of quality services by responding to telephone calls and emails from
internal clients by providing effective solutions;
• Provide a professional and friendly service by answering, registering telephone calls,
responding, registering incidents and query calls / emails in order to:
o Attempt to provide 1st line resolution at all times;
o Capture and/or verify customer information;
o Identify and escalate priority incidents;
o Route calls to appropriate resources;
• Prioritise requests by ensuring the correct receiving and grading of calls;
• Handle complaints received and resolved;
• Provide complete call/incident logs and produce call reports;
• Record client’s feedback, follow up on client’s calls and monitor client satisfaction;
• Monitor call breaches and escalations and intervene where required;
• Ensure close working-relationship with specialist service delivering areas to provide agile
first line response solutions for end users;
• Maintain and uplift technical expertise by providing clients with product and service
Qualifications, skills and experience:
• A national diploma in information technology or related field with at least three years’
experience as a call centre agent;
• Relevant Call Centre training will be an advantage;
• Verbal and written communication skills;
• Ability to adapt to new technologies;
• Ability to apply new trends;
• Analytical skills;
• Proficient in relevant computer applications;
• Ability to deal with difficult customers;
• Knowledge of Call Centre telephony and technology;
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• Good data entry/keyboard skills;
• Knowledge of administration and clerical processes;
• Problem-solving skills;
• Ability to evaluate, judge and prioritise decisions;
• Ability to demonstrate team work;
• Ability to pay attention to detail;
Should you meet the above requirements, please email your CV to jobapplications@csir.co.za
with your name and surname, position title and reference number on the subject line, (e.g.
John Smith: Call Centre Agent: Reference No:306170).
Closing date: 18 March 2016
For more info, please contact CSIR Recruitment Centre on 012 841 4774 or email us
at Recruitmentinfo@csir.co.za
The CSIR is a responsible employer; we have put measures in place to ensure that equity is implemented such that it
best serves the interests of the organisation and South Africa as a whole. This speaks to the CSIR’s commitment to the
Employment Equity Act of 1998. By applying for this position at the CSIR, the applicant understands, consents and
agrees that the CSIR may solicit a credit and criminal report from a registered credit bureau and/or SAPS (in relation to
positions that require trust and honesty and/or entail the handling of cash or finances) and may also verify the
applicant’s educational qualifications and employment history. The CSIR reserves the right to remove the
advertisement at any time before the stated closing date and it further reserves the right not to appoint if a
suitable candidate is not identified.