Call Centre Agent




Reference Number: WCLA 1/2014
Component: Provincial Government
Core Title: Call Centre Agent
Institution: Provincial Government

Introduction
Western Cape Liquor Authority, Cape Town
Reference number: WCLA 1/2014

Job purpose:
To facilitate investigations and inspections to ensure compliance with Liquor Laws.

Minimum Requirements
Requirements:
- An appropriate B - Degree/ National Diploma (or equivalent qualifications) - NQF 6 with a minimum of 2 years' relevant experience; or
- Grade 12 (or equivalent qualifications) - NQF 4 with a minimum of 4 years relevant experience.

Job Specification
Recommendation:
- Helpdesk/ Call/ On-line Certificate;
- Experience within a regulatory environment.

Key performance areas:
- Ensure information provided to call-client is relevant and up to date with the current changes;
- Liaison with Authority management, line managers, departmental officials and external clients where necessary.
- Gather relevant content;
- Provide immediate assistance to clients;
- Ensure optimal customer relations management;
- Select and manage relevant information resources;
- Act as a referral agency, referring more complex enquiries to the relevant back-office;
- Collect, classify and capture all incoming information on database;
- Interact with other departments, agencies, and resource centres, other components regarding information product development, service delivery and maintenance.

Competencies:
- Knowledge of the following:
o Client care and information management;
o Functions, programs and projects of the WCLA;
o Information in the liquor domain;
o Policies and legislation
o Internal and external marketing and communication processes;
- Excellent communication skills (written and verbal) in at least two of the official languages of the Western Cape;
- Good planning and organising skills.

Note: Only shortlisted applicants will receive further correspondence. If you have not received a response from the department within three months of the closing date, please regard your application as unsuccessful.

Shortlisted candidates will be required to submit copies of their documentation for verification purposes. These candidates will be required to attend interviews on a date and time as determined by the department and may also be required to undergo competency assessments/proficiency tests.

SALARY: R 251 310 per annum (total cost to company) per annum
SALARY LEVEL: 7
CLOSING DATE: 6 June 2014 @ 16h00
ENQUIRIES: Ms S Langeveldt: (021) 483 9321

Salary: R 251 310 per annum (total cost to company)
Availabe: ASAP
Closing Date: 2014-06-06

Click here to apply







Questions after the interview:

At the end of an interview there is usually an opportunity where you can ask any questions you might have. This is a great opportunity to show the interviewer that you are interested in the position as well as the company. It is a good idea to prepare a few questions before the interview – this can be done while you are doing research on the company.

Your questions should show the interviewer that you are a good candidate for the position. Try and avoid questions that are based on your personal needs and preferences, for instance:

- How much leave will I get in a year?
- Will I be considered for promotion in my first year?
- When will I get an increase?
- What time can I leave in the afternoon?

These questions are inappropriate at this stage and will probably raise concerns on the side of the interviewer. Should you be the successful candidate then all these questions will be answered in your letter of appointment so don’t waste this opportunity by asking these basic questions.

If the position is an entry level job or very junior then you are welcome to ask questions in line with the position, for instance:

- Why did the previous person leave the position?
- What would the successful person be tasked to do in a typical day?
- How does this position fit into the department and / or company?
- Could you explain the company structure to me?
- Is there any further education assistance or support?

If the position is more senior then you can prepare question around the following themes:

- current issues that will face the successful candidate;
- inter-personal challenges in the department;
- any process, technology or people challenges that needs to be attended to urgently;
- key result areas that need urgent attention in the first few months;

The above information should get you started. Prepare a few questions so that you can show your worth. Good luck with your interview!
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