83 jobs found

Operations Developer - Jumia (Full Time) Jumia is the leading pan-Africa e-commerce platform. Founded in 2012, Jumia’s mission is to improve the quality of everyday life in Africa by leveraging technology to deliver innovative, convenient and affordable online services to consumers, while helping businesses grow as they use our platform to reach and serve consumers. Our platforms consist of our marketplace, which connects sellers with consumers, our logistics service, which enables the shipment and delivery of packages from sellers to consumers, and our payment service, which facilitates transactions among participants active on our platform in selected markets. Through our online platforms, consumers can access a wide range of physical and digital goods and services, fashion, electronics, beauty products and also hotel and flight bookings or restaurant delivery. With over 3,000 employees in 14 countries spanning across 6 African regions, Jumia is led by top talented leaders offering a great mix of local and international talents and is backed by very high-profile shareholders. Byjoining the operations team, you will be steering all processes that aim atproviding our vendors and customers with best in class online shopping andselling experiences. Your role can vary from direct interaction with customersor vendors, monitoring and building customer/ vendor interaction trackingtools, providing recommendations to improve current processes to coordinatingwith other teams (commercial, finance, logistics, warehousing ..etc) on theexecution of new projects. Thesepositions offer the most growth to the pool of talent. We expect best performersto be the next wave of Customer Operations Managers, Vendor OperationsManagers, COOs and MDs across the group. Areas ofResponsibility may also include Handle all escalated vendor & customer issues withthe objective of resolving within set SLA period. Identify the root cause of any customer or vendor issueand highlight them to the relevant area or department of thebusiness. Lead & Implement Vendor & CustomerExperience projects across the organization. Work on processes & technology to enhance vendor &customer experience Communicate all process; client changes andnotifications to contact centers agents in a timely manner and managetheir performance. Provide subject matter expertise support to agents. Motivate the team to provide first class service to allour vendors and customers Requirements& Qualifications: Excellent multi-tasking andanalytical skills Familiar with relationshipmanagement tools Proficiency in MS Office andgoogle tools Clear communication andreporting capabilities Team management and leadershipsskills Data oriented Over 1 year experience incontact centers management or customer/vendor experience WeOffer: A unique experience in aninternational, entrepreneurial, yet structured environment An unparalleled personal andprofessional improvement as our longer-term objective is to train the nextgeneration of leaders for our future internet service lines The opportunity to be part of ateam full of talented people with the best backgrounds

CRM Agent-Jumia (Full Time) Jumia is the leading pan-Africa e-commerce platform. Founded in 2012, Jumia’s mission is to improve the quality of everyday life in Africa by leveraging technology to deliver innovative, convenient and affordable online services to consumers, while helping businesses grow as they use our platform to reach and serve consumers. Our platforms consist of our marketplace, which connects sellers with consumers, our logistics service, which enables the shipment and delivery of packages from sellers to consumers, and our payment service, which facilitates transactions among participants active on our platform in selected markets. Through our online platforms, consumers can access a wide range of physical and digital goods and services, fashion, electronics, beauty products and also hotel and flight bookings or restaurant delivery. With over 3,000 employees in 14 countries spanning across 6 African regions, Jumia is led by top talented leaders offering a great mix of local and international talents and is backed by very high-profile shareholders. Jumia is committed to creating sustainable impact for Africa. Jumia offers unique opportunities in a vibrant and booming environment, creating new jobs, new skills, and empowering a new generation. We are looking for talented people with a passion for Africa to join our team and embark on our exciting journey! Main Responsabilities: Ensure the perfect execution of the weekly promotional plan in compliance with existing processes Work closely with the local teams to ensure that customer communication strategy meets requirements Monitor and report the channel performance to Head of CRM Ensure the good implementation of CRM projects defined by CRM Manager Put in place efficient processes to maximize ROI Co Lead A/B teasing Improve and optimize cross-channel communication Profile Required: Excellent communication skills both verbal and wirtten in French and English Advanced level of computer literacy in Microsoft packages, HTML & SQL Fast learner, accurate, systematic and methodical Ability to organize and prioritize tasks S elf-motivated and driven Minimum 2 years experience We Offer: A unique education in launching and scaling new internet concepts Become part of highly professional and dynamic team working around the world An attractive salary package An unparalledled personal and professional growth as our longer-term objective is to train the next generation of leaders for our future internet ventures

A Reservations Agent will serve as the main contact for room reservations at the hotel; and therefore, must offer an excellent service and influence the Guest decision to stay at the property. What will I be doing? As a Reservation Agent, you will serve as the first line of inquiry for room reservations within the hotel. A Reservation Agent is responsible for offering excellent customer service, options, and other solutions to meet Guest and customer needs. Specifically, a Reservations Agent will perform the following tasks to the highest standards: Convert, quickly, inquiries into contracted business Respond, positively, to sales inquiries to develop future sales leads Identify sales leads, as appropriate Respond to all customers in a highly professional manner, including ensuring all reservations are completed accurately and to the Guest's expectation Provide prompt and efficient service while maintaining the hotels brand standards What are we looking for? A Reservations Agent serving Hilton brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow: A passion for delivering great customer service A highly professional telephone manner and excellent communication skills Outstanding administration and organizational skills Intermediate computer proficiency It would be advantageous in this position for you to demonstrate the following capabilities and distinctions: Previous experience in a Reservations environment Tertiary qualifications, or other collegiate-level degree What will it be like to work for Hilton? Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands . Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all! Brand: Hilton Hotels & Resorts

Maersk Angola is looking to hire a Customer Service Counter Agent to join our team in Luanda. We offer -As the leading ocean transportation carrier in the world, we offer you exciting career opportunities with an international reach to further expand your experience through our diversity-focused and award winning talent development initiatives. -Our competitive compensation and benefits package for full-time employees and our continuous search for new ways to invest in our talent through ongoing personal and professional development initiatives. -Lastly, as one of the cornerstones of our values, we strive to deliver the right environment for the right people while fostering a culture of fairness, mutual respect, responsibility, and care for our business and our customers. Key responsibilities -Act as focal contact for assigned customers and be their advocates internally within Maersk. -Ensure smooth execution of the end-to-end shipment lifecycle; engage both the customers and relevant internal stakeholders. -Manage and improve day-to-day process interaction with customers. -Be fully responsible for customer satisfaction of assigned customers. -Understand claims policy and its impact on company assets and guide customers as best possible through any potential claim situation. -Actively seek out and act on continuous improvement opportunities both in relation to customers and internal and external stakeholders. -Always behave in a manner consistent with and loyal to the Maersk Group. -Commercial intelligence: engage customers in discussion about new business opportunities and competitor and market intelligence. -NPS: work towards continuously improve customer evaluation of our level of services. -Phone: ensure excellent service and avoid missed calls. -Problem solving: All issues related to our customer shipments are solved fastest. -Contribution: Support value selling by creating value to our customers via a superior customer experience. We are looking for -The ideal candidate must have 1 to 2 years of Customer Service experience. -Candidate must have an University degree. -The candidate must have Advance level of English. -We are looking for a candidate with Intermediate user level experience with MS Office. -Candidate must have a superior communication, should have listening skills and a proactive approach to problem solving.

A Guest Service Agent provides reception services for Guests to contribute to an overall exceptional experience from check-in through check-out and complete audits, as required. What will I be doing? As Guest Service Agent, you will serve on the Front Office Team, to provide services for Guests to contribute to an overall exceptional experience from check-in through check-out and complete audits, as required. A Guest Service Agent truly influences the first impressions of our Guests and, therefore, are responsible for performing the following tasks to the highest standards: Achieve positive outcomes from Guest queries in a timely and efficient manner Ensure an efficient reception experience for Guests, including check in/out, and complete audit procedures, as required Ensure that the Guest Service Manager is kept fully aware of any relevant feedback from guests and, or, other departments Demonstrate a high level of customer service at all times Attend appropriate training courses, when required, and assist with the Night Team's training and development efforts Demonstrate a knowledge of hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties Maximize room occupancy and use up-selling techniques to promote hotel services and facilities Use the correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy Comply with hotel security, fire regulations and all health and safety legislation Act in accordance with policies and procedures when working with front of house equipment and property management systems Follow company brand standards Assist other departments, as necessary What are we looking for? Guest Service Agents serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow: Previous experience in a customer-focused industry Positive attitude and good communication skills Commitment to delivering a high level of customer service Excellent grooming standards Calm, efficient, and organized with great attention to detail Ability to multi-task while maintaining a positive attitude when working with a Guest Professional manner with an emphasis on hospitality and guest service Ability to work on your own and as part of a team Competent level of IT proficiency It would be advantageous in this position for you to demonstrate the following capabilities and distinctions: Previous experience in cash handling Front Office/Concierge experience in the hotel, leisure, and/or entertainment sectors Conflict resolution experience What will it be like to work for Hilton? Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands . Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all! Brand: Conrad Hotels & Resorts

Introduction To ensure the smooth running of the allocated Sales Unit by compiling and implementing sales, marketing and promotional plans. Positively manage performance of all agents, as to meet and exceed sales targets, thereby ensuring growth and service delivery according to Bayport Financial Services business and operational strategy. Manage the relationship between the branch manager and agents. Specification Demonstrate the skills to review and assess a customer's relationship and experience associated with the company's pre-sale, mid-sale and post-sale product/service interaction and quality. The ability to converse with others. This can be done via the spoken or written word. The ability to identify and appropriately react to voice modulation, tempo and emotion. Body language also plays a critical role in face-to-face communication. Demonstrate the ability to plan, design and implement continuous improvement feedback processes. Ensure action against all relevant recommendations The ability to plan and implement the targeted development of staff and others within the Organisation. Demonstrate the ability to implement and / or manage the Organisations document handling process. To ensure that the documents are handled efficiently with no loss of critical components. Ensure that all SLA's are met. The ability to plan, implement and manage a facilities management policy and associated processes. This includes ensuring maintenance of assets. Demonstrate the ability to manage and maintain the infrastructure and or platforms that support day to day business operations. In addition demonstrate the ability to optimise and improve these to optimise Business operations. The ability to exhibit the behaviours and decision making ability associated with operational thinking. This includes thinking around efficiency, effectiveness, quality and cost. Through direct observation be able to monitor and direct operational performance. Demonstrate the requisite knowledge and savvy of the Organisation. The hierarchy structures and implicate communication channels. The ability to navigate the Organisational matrix. The ability to manage all activities associated with the origination of new clients. This includes adhering to SLA's, client satisfaction and other related processes. The ability to implement a process that forces the individual to constantly and consistently check the quality of the work outputs undertaken. It includes self -checks and the checking of others work. Demonstrate the ability to plan and draft meaningful reports that require submission. Ensure that the reports will contain commentary and input that will add value to the target audience. Demonstrate the ability to plan, implement and manage all processes that facilitate good client service. Ensure that all processes have a positive impact on client experience The ability to oversee the planning and control of resources across a value chain or business unit. This includes physical resources required to perform operations. As well as all staff and management. Requirements MINIMUM QUALIFICATIONS Matric and / or equivalent qualification EXPERIENCE AND KNOWLEDGE MINIMUM REQUIREMENTS Qualification in sales / marketing or management (certificate/ diploma) or 1 year sales experience 1 year in management or team leader role DESIRED REQUIREMENTS Direct marketing experience an advantage OTHER REQUIREMENTS Team Player Energetic and Enthusiastic

Introduction The Bryte Travel Call Centre Inbound Agent will be responsible for answering incoming calls for Travel Insurance. Agent must be skilled to sell top up Travel Insurance where applicable, answer enquires, handle complaints, troubleshoot problems and provide information. Specification Key Tasks & Accountabilities Service customers both telephonically and via e-mail Handle customer enquiries regarding Travel Insurance Manage and proactively resolve customer complaints (1st call resolution) Sell customers "top up" travel insurance where applicable Promote excellent customer service Research required information using available resources Provide customers with product and service information Enter new customer information into system Update existing customer information Identify and escalate priority issues For claim enquiries - route calls to appropriate resource Follow up customer calls where necessary Document all call information according to standard operating procedures Complete call logs and wrap up call correctly with correct call outcome Requirements Qualifications/Experience: Matric Must be FAIS Compliant Proficient in relevant computer applications (Excel, Word) Required language proficiency - English and Afrikaans preferably Knowledge of customer service principles and practices Knowledge of call centre telephony and technology Experience in a call centre or customer service environment Sales experience Experience in a service related role Ability to capture information accurately and efficiently

Introduction Our client an outstanding contact center and Business Process Outsourcing (BPO) Company seeks to hire determined Call Center Managers. S/he will tasked with the daily running and management of the Centre through the effective use of resources. Key Role : Strategy Formulation, customer experience targets as well as planning areas of improvement or development, Coordination & Motivation motivate Call Centre staff and may manage staff recruitment Specification Planning and implementing call center strategies and operations; improving systems and processes; managing staff. Organizing staffing, including shift patterns and the number of staff required to meet demand Develop objectives for the call center's day-to-day activities and managing the daily running of the call Centers including effective resource planning and implementing call Centre strategies and operations Developing customer journeys and shaping of customer touch points to drive customer conversion rates across all stages of engagement. Plan and provide leadership to the implementation of integrated customer engagement and communication initiatives to improve and enhance the perceptions and experiences of customers. Drive the development of a customer service culture across the organization, supported by effective policy and process frameworks and responsive Customer insight and analysis, and reporting and measurement against KPIs: driving end to end customer feedback management strategies, Customer satisfaction index as well as complaints Management. Accomplishing call center human resource objectives by recruiting, selecting, orienting, assigning, coaching, counseling, and disciplining employees; administering scheduling systems. Communicating job expectations; planning, monitoring, appraising, and reviewing job contributions. Prepares call center performance reports by collecting, analyzing, and data and trends. Advise the Senior Executives on customer satisfaction measures, customer experience strategies, programs, initiatives and emerging issues to enable customer-centric strategic decision processes and major or critical issues response Setting and meeting performance targets for speed, efficiency, sales and quality. Maintaining up-to-date knowledge of industry developments and involvement in networks. Assume responsibility of budgeting and tracking expenses. Requirements Holder of a business related/ relevant degree At least 3-5 years plus leadership experience in a call center Must have managed teams i.e. Team leaders and Agents Must have managed busy operational environments Candidates working within the Telecommunications, Financial, Banking industries are encouraged to apply. IT skills including familiarity of CRM solutions service principles and practices Solid understanding of reporting and budgeting procedures Strong leadership and people management Project management experience mandatory Customer service Management mandatory Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus

Introduction To confirm client's final application offer and contract according to Bayport internal compliance related scripts with the aim to meet and exceed sales and quality targets by adherence to policy and procedure, driving the operational objectives of the channel. To perform execution of sales duties in line with the FAIS Act. Work with both email and telephone functionality ensuring end to end client satisfaction delivery. Successfully deliver on pre-determined results in a deadline-oriented environment. Specification TECHNICAL COMPETENCIES: Numeracy Demonstrates the ability to make business and general mathematical calculations Fraud Management (incl. AML) Demonstrates the ability to identify and manage fraud as it pertains to the relevant industries. Specific Operations (policies, processes and procedures) Demonstrates the ability to implement all organizational operational activities. Problem Solving Demonstrate the ability to identify problems and/or opportunities and responding to them with insight and creativity. Examining the possible solutions and making informed choices based on the best and most relevant information and resources available. Language proficiency: English Communicates clearly and concisely in English. This includes both the verbal and written mediums. Computer Literacy Demonstrate the required knowledge and skills associated with operating a Personal Computer. Client Retention The ability to interact with a client to successfully enable the retention of said client. Client Service Delivers a positive client service experience. Use of Specific Operational IT Systems Demonstrates the successful use of internal proprietary systems that enable business operations. General Administration Skills Demonstrates sound general office administration. Identifies and organises resources needed to accomplish tasks; manages time effectively. Products & Services (specific to product) Demonstrates an in-depth knowledge of the organisation specific services and products. Discourses clearly and easily on all products. Requirements MINIMUM QUALIFICATIONS Matric and / or NQF level 4 qualification. DESIRED/ PREFERRED REQUIREMENTS Compliance with FAIS Fit & Proper criteria i.e. minimum competency requirements, which can be obtained while working under supervision. RE 5 qualification advantageous. MINIMUM REQUIREMENTS 1-2 years' customer services and contact centre environment experience INDUSTRY EXPERIENCE 1 year experience in financial industry DESIRED/ PREFERRED REQUIREMENTS Basic knowledge of credit insurance products Welcome call experience would be an added advantage Knowledge of the FAIS and NCA Understanding of process and workflow management

Head of B2C Sales - Jumia (Full Time) Who we are Jumia is the leading pan-Africa e-commerce platform. Founded in 2012, Jumia’s mission is to improve the quality of everyday life in Africa by leveraging technology to deliver innovative, convenient and affordable online services to consumers, while helping businesses grow as they use our platform to reach and serve consumers. Our platforms consist of our marketplace, which connects sellers with consumers, our logistics service, which enables the shipment and delivery of packages from sellers to consumers, and our payment service, which facilitates transactions among participants active on our platform in selected markets. Through our online platforms, consumers can access a wide range of physical and digital goods and services, fashion, electronics, beauty products and also hotel and flight bookings or restaurant delivery. With over 3,000 employees in 14 countries spanning across 6 African regions, Jumia is led by top talented leaders offering a great mix of local and international talents and is backed by very high-profile shareholders. Jumia is committed to creating sustainable impact for Africa. Jumia offers unique opportunities in a vibrant and booming environment, creating new jobs, new skills, and empowering a new generation. We are looking for talented people with a passion for Africa to join our team and embark on our exciting journey! We are currently looking for talented people with a passion for emerging markets and Africa to join our team and embark on our exciting journey Responsibilities As Head of B2C, your responsibility is to coordinate J-Force activities and maximize performance across the various regions in order to meet the customer acquisition and revenue growth targets by ensuring that the company remains competitive and innovative. A share of your team will oversee onboarding and recruitment to bring every month new sales consultants. In particular you will: Build a trusted and prosperous JForce B2C channels Optimize the onboarding process and strategize on improving sales consultant’s activation Monitor the consultant's management strategy Manage the commercial performance of the JForce B2C consultants Reach sales, recruitment, engagement, activation targets for B2C channel. Deliver exceptional growth of agents’ database Delivering engagement of agents’ database Deliver strong activation rate of the database Optimize JForce marketing budget to deliver highest growth Weekly report on performance vs target and action taken during the week. Lead B2C team of 4 to 9 FTEs Propose innovative process Required Skills & Qualifications Bachelor's Degree in Business Studies/Administration/Management or equivalent. 6+ years of sales management experience, managing sales leaders Capable of teaching the process for successful prospecting & closing new business, leading to consistent quota achievement Evidence of successfully leading others to exceed measurable sales and revenue targets Ability to both set strategy, manage sales quotas, and follow through on tactical implementation and execution of initiatives – an operator with vision Demonstrated experience with “Consultative Selling” to identify and solve customer problems Very knowledgeable with utilizing enabling technology (i.e. CRM applications) to drive process improvement We Offer A unique experience in an entrepreneurial, yet structured environment The opportunity to become part of a highly professional and dynamic team working around the world An unparalleled personal and professional growth as our longer-term objective is to train the next generation of leaders for our future internet ventures

The Claims/Service Recovery coordinator will manage the activities of the processes related to any customer incidents, and ensure the highest possible customer satisfaction through handling their claims timely and reasonably. Role will be located in Cairo. We offer An exciting career opportunity in an international, challenging business setting characterized by high pace and diversity. You will get to focus on creating valuable relations with current and new customers and work with highly-professional teams in an environment where you will be valued, recognized and well-rewarded. Key responsibilities - Escalation point for complex problem-solving issues related to claims and service failures. - Interact with all levels of the regional and local customer service teams to identify any incidents that may result in a customer service exception. - Work closely with customer service agents on individual service recovery issues and assist with development, implementation and follow up on action plan. - Provide direction on service recovery action. - Responsible for implementing the claims reporting structure as advised by the Centre. - Ensure all IOP's on claims and insurance are implemented and followed - Evaluate root cause of failure, log trends, and make recommendations on preventative measures. - Ensure vendor/ customer are rebilled for service recovery expenses when applicable. - Ensure we are meeting & monitoring agreed service levels, and identify root cause when targets are not being met. - Provide weekly reports on the progress of any customer exceptions impacting service delivery. - Understand key customer requirements and their products. - Work closely with Head of Customer Service to establish action plans and assist on communicating those plans. - Working closely with customer/claimants to review/process cargo claims, serving as liaison with claimant and global claims. - Working closely with Sales team to assist customers as needed. We are looking for - Bachelor's Degree preferred with emphasis on International Business, - Good understanding of logistics and supply chain management including the different products we offer. - Must have excellent communication skills, shipping experience is a plus - Excellent understanding of all aspects of the Problem Resolution process and systems that support that process. - Strong stakeholder management - An excellent understanding of all aspects of Transport, Export, Import and Documentation processes. - Excellent written and verbal communication skills - Ability to work with all levels of the organization - Able to build positive relationships with customers and associated internal teams - Strong analytical and attention-to-details skills - Good negotiation and problem-solving skills - Legal background or knowledge is a plus - Good crisis management skill

Introduction To ensure the smooth running of the allocated Sales Unit by compiling and implementing sales, marketing and promotional plans. Positively manage performance of all agents, as to meet and exceed sales targets, thereby ensuring growth and service delivery according to Bayport Financial Services business and operational strategy. Manage the relationship between the branch manager and agents. Specification Demonstrate the skills to review and assess a customer's relationship and experience associated with the company's pre-sale, mid-sale and post-sale product/service interaction and quality. The ability to converse with others. This can be done via the spoken or written word. The ability to identify and appropriately react to voice modulation, tempo and emotion. Body language also plays a critical role in face-to-face communication. Demonstrate the ability to plan, design and implement continuous improvement feedback processes. Ensure action against all relevant recommendations The ability to plan and implement the targeted development of staff and others within the Organisation. Demonstrate the ability to implement and / or manage the Organisations document handling process. To ensure that the documents are handled efficiently with no loss of critical components. Ensure that all SLA's are met. The ability to plan, implement and manage a facilities management policy and associated processes. This includes ensuring maintenance of assets. Demonstrate the ability to manage and maintain the infrastructure and or platforms that support day to day business operations. In addition demonstrate the ability to optimise and improve these to optimise Business operations. The ability to exhibit the behaviours and decision making ability associated with operational thinking. This includes thinking around efficiency, effectiveness, quality and cost. Through direct observation be able to monitor and direct operational performance. Demonstrate the requisite knowledge and savvy of the Organisation. The hierarchy structures and implicate communication channels. The ability to navigate the Organisational matrix. The ability to manage all activities associated with the origination of new clients. This includes adhering to SLA's, client satisfaction and other related processes. The ability to implement a process that forces the individual to constantly and consistently check the quality of the work outputs undertaken. It includes self -checks and the checking of others work. Demonstrate the ability to plan and draft meaningful reports that require submission. Ensure that the reports will contain commentary and input that will add value to the target audience. Demonstrate the ability to plan, implement and manage all processes that facilitate good client service. Ensure that all processes have a positive impact on client experience The ability to oversee the planning and control of resources across a value chain or business unit. This includes physical resources required to perform operations. As well as all staff and management. Requirements MINIMUM QUALIFICATIONS Matric and / or equivalent qualification EXPERIENCE AND KNOWLEDGE MINIMUM REQUIREMENTS Qualification in sales / marketing or management (certificate/ diploma) or 1 year sales experience 1 year in management or team leader role DESIRED REQUIREMENTS Direct marketing experience an advantage OTHER REQUIREMENTS Team Player Energetic and Enthusiastic

We offer you a unique opportunity to join Maersk company within international shipping & logistics. You will be an essential part of the company and get a high degree of personal responsibility. You will be working in a truly international environment and cooperate closely with colleagues throughout the world. We offer An exciting career opportunity in an international, challenging business setting characterized by high pace and diversity. You will get to focus on creating valuable relations with current and new customers and work with highly-professional teams in an environment where you will be valued, recognized and well-rewarded. Key responsibilities Managing large amounts of inbound and outbound calls in a timely manner Identifying customers' needs & clarify information Provide product and service information to customers. Routing inbound calls to the appropriate resources Seize opportunities to upsell products when they arise Ensure feedback from the customer to further improve the customer services. Build sustainable relationships and engage customers by taking the extra mile Provide customers information packages on products or services. Take full responsibility and end-to-end ownership of customer shipments. Act as a primary point of contact for customers. and communicate proactively to keep customers informed of any issues. Ensure smooth execution of the whole shipment lifecycle, by working closely with customers and internal stakeholders. Engage in constructive issue resolution. This includes dealing with escalations and complaints. Address root causes and seek continuous improvements. Constantly look for ways to improve work processes by understanding and being familiar with local KPIs and act in line with set targets. Thinking out of the box and with focus on providing solutions. Build strong and lasting relationships with customers with purpose of gaining an understanding for their business, service needs and, drivers of success. Actively work together with colleagues within and beyond functions and locations. Assist the team in realizing the ambitions by sharing knowledge and best practices of processes. Display accountability for customer satisfaction, by owning and, managing customer facing activities. We are looking for • Strong phone and verbal communication skills along with active listening Customer focus and adaptability to different personality types Strong interpersonal and communication skills. Passion for Customer Service. Pro-active person with a service oriented mindset. Dedicated, Decisive and result orientated with a can-do attitude. Likes to get it right the first time and can look ahead to avoid issues from happening. Able to work under pressure. Comfortable with working with multiple items at the same time whilst keeping quality in focus. Well organized, efficient and effective. An excellent team player. Good moral compass and ability to work by the Company's values. Fluent in English and Arabic (written and oral). Excellent Written and Verbal skills with people at all levels across the organization in English. • Ability to handle stressful situation appropriately • Knowledge of customer service practices and principles•

Introduction To ensure the smooth running of the allocated Sales Unit by compiling and implementing sales, marketing and promotional plans. Positively manage performance of all agents, as to meet and exceed sales targets, thereby ensuring growth and service delivery according to Bayport Financial Services business and operational strategy. Manage the relationship between the branch manager and agents. Specification Demonstrate the skills to review and assess a customer's relationship and experience associated with the company's pre-sale, mid-sale and post-sale product/service interaction and quality. The ability to converse with others. This can be done via the spoken or written word. The ability to identify and appropriately react to voice modulation, tempo and emotion. Body language also plays a critical role in face-to-face communication. Demonstrate the ability to plan, design and implement continuous improvement feedback processes. Ensure action against all relevant recommendations The ability to plan and implement the targeted development of staff and others within the Organisation. Demonstrate the ability to implement and / or manage the Organisations document handling process. To ensure that the documents are handled efficiently with no loss of critical components. Ensure that all SLA's are met. The ability to plan, implement and manage a facilities management policy and associated processes. This includes ensuring maintenance of assets. Demonstrate the ability to manage and maintain the infrastructure and or platforms that support day to day business operations. In addition demonstrate the ability to optimise and improve these to optimise Business operations. The ability to exhibit the behaviours and decision making ability associated with operational thinking. This includes thinking around efficiency, effectiveness, quality and cost. Through direct observation be able to monitor and direct operational performance. Demonstrate the requisite knowledge and savvy of the Organisation. The hierarchy structures and implicate communication channels. The ability to navigate the Organisational matrix. The ability to manage all activities associated with the origination of new clients. This includes adhering to SLA's, client satisfaction and other related processes. The ability to implement a process that forces the individual to constantly and consistently check the quality of the work outputs undertaken. It includes self -checks and the checking of others work. Demonstrate the ability to plan and draft meaningful reports that require submission. Ensure that the reports will contain commentary and input that will add value to the target audience. Demonstrate the ability to plan, implement and manage all processes that facilitate good client service. Ensure that all processes have a positive impact on client experience The ability to oversee the planning and control of resources across a value chain or business unit. This includes physical resources required to perform operations. As well as all staff and management. Requirements MINIMUM QUALIFICATIONS Matric and / or equivalent qualification EXPERIENCE AND KNOWLEDGE MINIMUM REQUIREMENTS Qualification in sales / marketing or management (certificate/ diploma) or 1 year sales experience 1 year in management or team leader role DESIRED REQUIREMENTS Direct marketing experience an advantage OTHER REQUIREMENTS Team Player Energetic and Enthusiastic

Introduction Established in 2010, Talksure has fast become one of South Africa's most respected independent Financial Service Providers. The strong entrepreneurial and ethical vision developed by our founder and chairman is shared by our Executive team who have almost 100 years of combined experience within the Financial Services and contact centre industry in Europe and South Africa. With an ever growing employee complement of over 700 it goes without saying that we are a people business; employees, clients and partners are our number one focus Specification Responsibilities include but are not limited to: Administration and support for the sales teams Capturing of sales information accurately Meeting deadlines to ensure the activation of new business sales timeously. Undertake administrative responsibilities required across campaigns to ensure information is available to management and partners Support in the management of sales floor Administer sales incentives systems and activities Support general administration within sales Supporting sales meetings as required e.g. preparation of information Creation of Sales trackers for several campaigns each month and managing them each day Creation of Weekly sales tracker that includes various stats and KPIs across every campaign Reception relief as and when required Liaising directly with QA in terms of agent movement and team splits each month Variance checks and filling in dashboard stats for several departments Requirements Matric essential Minimum 2 years admin experience in a call centre Relevant degree / diploma Must have intermediate excel skills Must have ability to speak to customers when necessary Competencies: Takes initiative and works under own direction Adapts to the team and works well in team environment Easily establishes good relationships with people Excellent written and verbal communication skills Expresses opinions, information and key points of argument clearly Probes for further information for greater understanding of a problem Demonstrates an understanding of how one issue may be part of a much larger system Produces a range of solutions to problems Manages time effectively and works strategically to realize organizational goals Focuses on customer needs and satisfaction Follows policies and procedures Works productively in a pressurized environment Managing all queries through to resolution Co-ordination of own administration •Maintaining accurate details and statistics of all queries •Providing product information to clients •Must have the ability to liaise with clients as and when required •Ensuring resolution to first time queries

Sealand Algeria is interested in recruiting, training and challenging the best talent to join our local team to serve our customers and lead our company. The company is fully committed to developing talent with stretch jobs, global opportunities and exciting work in a growing global business. We are looking for an enthusiastic "Customer Service Counter Agent" to join our dedicated and dynamic team and lead our drive for continuous improvement. We offer An exciting career opportunity in an international, challenging business setting characterized by high pace and diversity. You will get to focus on creating valuable relations with current and new customers and work with highly-professional teams in an environment where you will be valued, recognized and well-rewarded Key responsibilities The role of the Counter Agent is to provide the incoming customers at the counter with a versatile and well-rounded service allowing them to proceed with their required work in an orderly manner. Execute all assigned tasks at the counter responsibly and efficiently Be proactive in responding to daily emails. Cater to a great number of customers daily in a professional and smooth manner Handle import and export shipments while processing all needed work Print OBL for import/export Print delivery orders as well as make amendments, when and if needed, and update it in the custom system immediately Work closely with the related departments to provide a good service for our customers Calculate the detention invoices Guide the customers to use our website to receive effective service as and when needed Always behave in a manner consistent with and loyal to the A.P. Moller - Maersk values We are looking for •Candidate must possess a university degree. 1-3 years' experience in Customer Service. Knowledge of all Microsoft Office applications Self starter , Good learner - able to handle reported customer issues after involving all stakeholders soon as possible Good communication skills. Good English written skills towards all stakeholders. Strong command of English and French Flexible attitude to working hours.

Introduction Established in 2010, Talksure has fast become one of South Africa's most respected independent Financial Service Providers. The strong entrepreneurial and ethical vision developed by our founder and chairman is shared by our Executive team who have almost 100 years of combined experience within the Financial Services and contact centre industry in Europe and South Africa. With an ever growing employee complement of over 700 it goes without saying that we are a people business; employees, clients and partners are our number one focus. Specification The purpose of this role is to oversee all day to day operational aspects of running a crisis centre to ensure SLAs are met with partners and customer experience is of a high standard. This will entail managing the Crisis Centre agents & team leaders performance and continued commitment to improvement and efficiencies Responsible for overseeing all operational aspects of running a crisis centre To achieve set SLA targets with partners ensuring quality of service and contractual obligations are met To oversee all reporting and performance KPI's To be able to summarize and write reports for external stakeholders on crisis centre performance Manage staff compliment and team leaders employees and schedule work patterns Be able to motivate and ensure high quality performance To train and improve agents performance Mange some budgetary requirements To continually be committed to improve performance and efficiencies for the benefit of 24/7 and our partners Manage relationship with Partners Manage billing and invoicing with partners Establish best practice principles in environment Requirements Essential: Matric is essential ( proof of which must be available at interview stage ) Clear ITC No Criminal Record Must have previous crisis centre Must be able to work in shifted environment Desirable: Multi-Lingual (Advantageous) Must pass relevant assessments related to product offerings Previous experience in crisis centre management Characteristics of the Required Candidate: Be customer focused, empathic and provide good customer service Be an excellent communicator Have outstanding negotiation and decision making skills Must be mature Be able to work under pressure and remain calm under stressful situations Must understand maps and locations Be self-motivated, results driven Be able to think quickly and work independently Have a positive attitude Please note that this is a shifted environment therefore applicants must be available to work shifts and public holidays

A Guest Service Agent provides reception services for Guests to contribute to an overall exceptional experience from check-in through check-out and complete audits, as required. What will I be doing? As Guest Service Agent, you will serve on the Front Office Team, to provide services for Guests to contribute to an overall exceptional experience from check-in through check-out and complete audits, as required. A Guest Service Agent truly influences the first impressions of our Guests and, therefore, are responsible for performing the following tasks to the highest standards: Achieve positive outcomes from Guest queries in a timely and efficient manner Ensure an efficient reception experience for Guests, including check in/out, and complete audit procedures, as required Ensure that the Guest Service Manager is kept fully aware of any relevant feedback from guests and, or, other departments Demonstrate a high level of customer service at all times Attend appropriate training courses, when required, and assist with the Night Team's training and development efforts Demonstrate a knowledge of hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties Maximize room occupancy and use up-selling techniques to promote hotel services and facilities Use the correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy Comply with hotel security, fire regulations and all health and safety legislation Act in accordance with policies and procedures when working with front of house equipment and property management systems Follow company brand standards Assist other departments, as necessary What are we looking for? Guest Service Agents serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow: Previous experience in a customer-focused industry Positive attitude and good communication skills Commitment to delivering a high level of customer service Excellent grooming standards Calm, efficient, and organized with great attention to detail Ability to multi-task while maintaining a positive attitude when working with a Guest Professional manner with an emphasis on hospitality and guest service Ability to work on your own and as part of a team Competent level of IT proficiency It would be advantageous in this position for you to demonstrate the following capabilities and distinctions: Previous experience in cash handling Front Office/Concierge experience in the hotel, leisure, and/or entertainment sectors Conflict resolution experience What will it be like to work for Hilton? Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands . Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all! Brand: Hilton Hotels & Resorts

A Front desk agent provides reception services for Guests to contribute to an overall exceptional experience from check-in through check-out and complete audits, as required. What will I be doing? As Front desk agent, you will provide reception services for Guests to contribute to an overall exceptional experience from check-in through check-out and complete audits, as required. A Receptionist contributes to the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards: Achieve positive outcomes from Guest queries in a timely and efficient manner Ensure an efficient reception experience for Guests, including check in/out, and complete audit procedures, as required Ensure that both the Front Office Manager and Reception Supervisors are kept fully aware of any relevant feedback from guests and, or, other departments Demonstrate a high level of customer service at all times Attend appropriate training courses, when required, and assist with the Night Team's training and development efforts Demonstrate a knowledge of hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties Maximize room occupancy and use up-selling techniques to promote hotel services and facilities Use the correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy Comply with hotel security, fire regulations and all health and safety legislation Act in accordance with policies and procedures when working with front of house equipment and property management systems Follow company brand standards Assist other departments, as necessary What are we looking for? Front desk agents serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow: Previous experience in a customer-focused industry Completed high school certificate or equivalent Positive attitude and good communication skills Commitment to delivering a high level of customer service Excellent grooming standards Ability to work on your own and as part of a team Competent level of IT proficiency It would be advantageous in this position for you to demonstrate the following capabilities and distinctions: Previous experience in cash handling What will it be like to work for Hilton? Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands . Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all! Brand: Conrad Hotels & Resorts

A Receptionist provides reception services for Guests to contribute to an overall exceptional experience from check-in through check-out and complete audits, as required. What will I be doing? As Receptionist, you will provide reception services for Guests to contribute to an overall exceptional experience from check-in through check-out and complete audits, as required. A Receptionist contributes to the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards: Achieve positive outcomes from Guest queries in a timely and efficient manner Ensure an efficient reception experience for Guests, including check in/out, and complete audit procedures, as required Ensure that both the Front Office Manager and Reception Supervisors are kept fully aware of any relevant feedback from guests and, or, other departments Demonstrate a high level of customer service at all times Attend appropriate training courses, when required, and assist with the Night Team's training and development efforts Demonstrate a knowledge of hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties Maximize room occupancy and use up-selling techniques to promote hotel services and facilities Use the correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy Comply with hotel security, fire regulations and all health and safety legislation Act in accordance with policies and procedures when working with front of house equipment and property management systems Follow company brand standards Assist other departments, as necessary What are we looking for? Receptionists serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow: Previous experience in a customer-focused industry Completed high school certificate or equivalent Positive attitude and good communication skills Commitment to delivering a high level of customer service Excellent grooming standards Ability to work on your own and as part of a team Competent level of IT proficiency It would be advantageous in this position for you to demonstrate the following capabilities and distinctions: Previous experience in cash handling What will it be like to work for Hilton? Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands . Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all! Brand: Hilton Hotels & Resorts