Showroom Customer Service Manager (East London)

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Remuneration: Market related 
Location: East London
Job level: Senior
Type: Permanent
Reference: #HCH-1727
Company: HomeChoice

Job description

Purpose of the role

The ideal candidate for this role will be responsible for leading, guiding, developing and supporting the Customer Service, Support and Showroom operational centres with a customer centric focus, ensuring that all service and financial targets are met and exceeded consistently through the Finchoice Values. (Customer Delight, Excellence, Integrity, Teamwork and Innovation).

Key performance areas

Managing the customer experience to ensure customer delight

  • Managing the Inbound Customer Team (customer service call centre, back office, documentation/salvage and showroom teams) area within the set standards, service levels and resolution ratios that is expected to ensure customer delight relating to customer service, processing and sales targets
  • Identify areas and implement changes that will improve turnaround times for customers
  • Cultivate a culture of customer centricity through regular coaching and weekly customer feedback sessions
  • Ensure that regular customer feedback is obtained and shared with the business
  • Handle elevated queries and complaints to ensure customer satisfaction
  • Management of call and process/compliance quality through weekly call quality audits

Operational management

  • Daily management of agent and team leader performance to ensure that the established targets and desired outcomes are achieved
  • Take accountability for achieving performance targets and standards in the customer team (customer service call centre, back office, documentation/salvage and showroom teams)
  • Conduct regular performance meetings with staff and team leaders to inform, support, motivate, lead and guide them
  • Complete, review and discuss daily, weekly and monthly performance reports applicable to the area to agree on actions required to rectify any adverse variances or negative trends
  • Ensure that effective measures are in place to measure and manage the daily quality of service that is provided to customers
  • Update and manage resource forecasting monthly to ensure optimal staffing at all times with minimal overtime requirements
  • Ensure that all training and business material is updated with correct and relevant information through regular communication sessions with the learning and development department and operations performance teams
  • Review and analyse call volumes, query volumes, query trends and query types monthly to dentify opportunities for improvement to benefit the customer and/or the business and make required recommendations

Financial management

  • Manage and control cost centre budgets against forecast
  • Assist and ensure the completion of budgets by end November of each year for the following year
  • Assist in identifying opportunities for further cost reduction

People management

  • Manage the daily, weekly and monthly KPA performance against benchmarks and regularly discuss actuals with team leaders and staff to agree on actions required to rectify any adverse variances.
  • Ensure that customer delight is the key priority and culture in the area
  • Agree, implement and manage individual KPA’s for all roles on a monthly basis with a formal review twice a year during June and December
  • Manage the disciplinary and grievance procedures in the contact centre with the guidance of Human Resources
  • Manage staff motivation daily, weekly and monthly by having motivational plans in place that allows for rewards and recognition of above standard or most improved performance and have formal communication sessions to ensure staffs are kept informed of the criteria to qualify
  • Actively encourage information sharing and communication in the area through various initiatives
  • Attract and retain the best resources through thorough recruitment and selection processes when vacancies are to be filled in line with the resource model
  • Ensure that staff has a platform to share ideas that lead to the implementation of approved changes
  • Lead, guide, develop and support staff by identifying coaching and training needs to enable staff to deliver on their expected KPA’s through these interventions

Please Note:

  • All interviews are taking place via Microsoft Teams.

Qualifications and accreditations

  • Grade 12/matric or equivalent qualification
  • Qualification or training in Contact Centre principles

Experience and skills

  • Minimum two years’ experience in leading a team within a sales target driven environment
  • Must be computer literate (Email, Internet, Word and Excel)
  • Experience in a financial services and/or retail face to face environment would be an added advantage
  • Must be available to work shifts, weekends and public holidays
  • Clear credit and criminal record

Attributes and behaviours

  • Quality orientated and committed to serving customers
  • The ability to lead, manage and motivate a team
  • Excellent organizational, communication, leadership and change management skills
  • Strong interpersonal, verbal and written communication skills
  • Makes effective decisions, takes accountability and have the ability to work well under pressure
  • Team player and consistently behaves with integrity
  • Displays tenacity with a high attention to detail
  • Innovative with sound judgement and persuasiveness skills
  • Action orientated with cross functional awareness

Posted on 08 Sep 11:20

Health24.com | Most knee cracking is normal, expert says

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  • Knee cracking is generally nothing to worry about as long as it is not associated with pain
  • By itself, knee cracking does not indicate the presence of a disease like arthritis
  • A physical therapist can, however, prescribe certain exercises to help improve the situation

If your knees crack when you walk or run, don’t be too worried, an expert says.

“Knee cracking could mean lots of things,” said Harshvardhan Singh, assistant professor in the department of physical therapy at the University of Alabama at Birmingham. “If it is painful, then you should see a healthcare provider.”

The cause can be a large kneecap that doesn’t fit well into the groove, producing cracking during activities such as running and jogging.

And if the thigh muscle is too tight, it can pull the kneecap, causing an audible crack. Degeneration of knee cartilage can, too.

Association with pain

“The degenerative changes can also lead to pain and/or locking of the knee joint,” Singh said in a university news release. “Typically, degenerative changes are common in older people.”

Scans have shown that the displacement of joint surfaces forming the knee can cause a chain reaction in which natural gas bubbles collapse. The result: knee cracking.

“You should not be worried if your knees crack often as long as it is not associated with pain,” Singh said.

If you have had a recent trauma to the knee and it starts to crack, you should see a doctor even in there’s no pain, he said.

“Do not allow these sounds to make you feel abnormal or mentally stressed, or limit your functional activities,” Singh said. “A knee crack by itself does not indicate presence of any disease.”

Certain exercises may help 

It’s normal for knees to crack when you are active and it does not mean you have arthritis, he explained.

“Interestingly, in knee arthritis, the knee joint becomes hypomobile and loses its movement to a certain degree, which may lead to no knee crack,” he said. “A knee crack may mean your joint is mobile and lubricated.”

A professional may be able to help quell the cracking, Singh said.

“A physical therapist may be able to help you determine if there are specific movement patterns or any biomechanical alignment which may be leading to knee crack and prescribe you certain exercises to help improve it,” he said.

Image credit: Shutterstock

Property Finance Sales Consultant, P.e.

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My client is an international concern that works within the financial sector servicing clients across the global.

EMPLOYMENT TYPE:       PERMANENTY

SECTOR:                           Finance

BENEFITS:                          Medical Aid, Pension, Free

                                            Transport , Onsite Gym, clinic,

                                            meal discounts, great

                                            incentives

START DATE:                      T.B.C.

DUTIES:

Resolve and assist customers inbound telephonic and e-mail queries and requests

Providing and comparing insurance quotes

Selling, upselling, cross selling  insurance to prospective clients

Achieve and exceed predetermined sales targets

Describe insurance benefits to prospective clients

Persuade potential customers to switch policies

Identify and overcome objections and respond to questions

Follow up on voicemails received and initial contacts that request call backs

After-sales information and advice

REQUIREMENTS:

Matric / matric equivalent

Clear criminal record

Good working history with no dismissals

Must be computer literate (Word and Excl)

Customer Service Skills

1 years’ insurance experience

Fluent in English & excellent command of English (neutral accent)

Good communication and listening skills

Must be able to work night shift (2:00am – 11:00am, transport to work provided for free)

NOTE:  Both criminal and credit checks will be carried out on successful candidate(s) so all relevant documentation must be provided.

Apply on our website at www.statusstaffing.com today.

Should you not hear back from us within 10 working days, please consider your application as unsuccessful.  We will retain your credentials for future similar roles.

Technical Sales Representative – Killarney Gardens

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TECHNICAL SALES REPRESENTATIVE – KILLARNEY GARDENS in Western Cape | Other Sales/Marketing | Job Mail | 4860614







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Our client in the matting manufacturing industry is seeking to employ a Technical Sales Representative at their operations in Killarney Gardens, Cape Town.

Requirements:

  • Reside in Killarney Gardens or surrounding areas.
  • A minimum of matric with a valid driver’s license.
  • You will need your own reliable vehicle.
  • A minimum of 2 years’ experience as a Sales Representative in a Technical industry.
  • A solid track record of obtaining new business and account management required.

Only South African citizens, who are suitably qualified, live in the applicable area and meet the requirements of the position are eligible to apply for this vacancy.

Please take note: if you have not been contacted within 14 days, please consider your application unsuccessful.

 

Visit our website to view all of our current vacancies: www.mprtc.co.za

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To apply for this vacancy please access this job advert on a desktop computer.

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News24.com | Clicks protests: EFF in KZN slams their detractors as ‘envious’

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EFF Members at Clicks stores in the Durban CBD during the national shutdown of all Clicks outlets.

EFF Members at Clicks stores in the Durban CBD during the national shutdown of all Clicks outlets.

Gallo Images/Darren Stewart

  • The EFF in KwaZulu-Natal claims it successfully shut down many Clicks stores in major malls in Durban and surrounding areas.
  • Party leaders gathered at Clicks in Pixley KaSeme Street in the bustling Durban CBD.
  • Provincial leader Vusi Khoza vowed to continue the protest until Friday.

The EFF in KwaZulu-Natal has claimed to have shut down many Clicks stores in Durban and surrounding areas as part of its national protest against the retail pharmaceutical giant.

The EFF, as part of national protests on Monday, instructed its members to ensure Clicks stores throughout the country were shut down for the week, after an advert labelling natural black hair as dry and damaged emerged.

ROLLING COVERAGE | EFF members protest at Clicks stores across the country

Clicks have since apologised for the advert and suspended two employees.

KwaZulu-Natal EFF leader Vusi Khoza told News24 that most Clicks stores in Durban malls and surrounding areas had been shut down.

When News24 arrived at a Clicks in Pixley KaSeme Street in the Durban CBD, EFF supporters were blocking the entrance of the store. Some customers were seen leaving.

“It’s been very effective and very successful and we are going to sustain it until Friday, and make sure there is no business for Clicks as punishment,” Khoza said.

He further criticised the advert, saying:

The advert is in bad taste, provocative, insulting, degrading and downright racist. We are going to sustain this until Clicks succumbs.

ALSO READ | TV crew ‘chased away’ by EFF at Cape Town Clicks protest

Khoza said there were still remnants of racism in most companies in South Africa.

“We observe that the issue of race relations in SA is really not managed properly. You get some racists who, without provocation, want to stir up disharmony.”

He said that racism also existed in companies throughout the country.

“Black people are the ones at the receiving end of blatant racism. We are not going to keep quiet. We are going to fight so that no racist is comfortable anywhere in SA.”

EFF backlash

Khoza also lashed out at the party’s detractors, particularly opposition parties who had condemned the EFF protest, saying they were racist.

“Other political parties are envious of EFF and must be kicking themselves, asking why they never did this first. We know that most of them are security guards of white monopoly capital.”

PICS | Protesters use hammers to break to doors of Clicks branch

He said they would not allow capitalists to “do as they wish here”.

“We have not done anything wrong. We are defending the dignity of black people. Other parties are comfortable with racism, the EFF is not, and we are going to make sure racists are not comfortable.”

Some protests on Monday occurred without incident, while others turned violence. Clicks on Monday said that 425 stores had been hit by the protests. At least seven experienced violence and damage.

Did you know you can comment on this article? Subscribe to News24 and add your voice to the conversation.

Programme Manager: Higher Certificate In Business Management

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An East London based distance-learning institution, working with students across South Africa, is seeking to employ a Programme Manager for their Higher Certificate: Business Management

A detailed and in-depth job description is available for interested candidates, that meet the following minimum requirements. 

Minimum requirements / experience: 

– Honours and / or Masters degree, within the Business / Commerce field

– Major subjects to be one or more of the following: Finance, General Business Management, Operations, Commerce, Finance, Economics, Supply Chain or similar; solid subject expertise essential

– A background in Higher Education; distance-learning experience advantageous but not essential

– Previous experience in course design, or input into design of course / module

– Experience and solid ability in sourcing content, and presenting as coherent body of knowledge

– Development and/or sourcing of digital assets / content, and willingness to do so

– Experience in teaching with technology, and using a Learning Management System

– Researching, writing and reporting skills

The successful candidate will need to have the following inherent qualities:

– Passion for education

– “Can do” attitude

– Proactive

– Team Player

– Assertive

News24.com | Clicks hair ad fury: Govt calls for calm as violence breaks out amid EFF protests

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  • The government says engaging in lawless behaviour is not a responsible way to resolve conflict.
  • This after several Clicks stores were vandalised on Monday following a hair advert that sparked outrage.
  • More than 400 stores were targeted during the protest action.

The government has noted the public outrage over a TRESemme advertisement which Clicks published but says engaging in lawless behaviour is not a responsible way to resolve conflict.

“While we are equally disturbed by the crude racist display by the advertisement in question, the acts of lawlessness of vandalising and burning down Clicks stores that have been reported today are concerning and go against the spirit of peace and respect for human rights that has shaped this country since the dawn of democracy.

“Engaging in lawless behaviour is not a responsible way to resolve conflict,” the director-general of the Government Communication and Information Systems, Phumla Williams, said in a statement on Monday.

This after more than 400 Clicks stores across KwaZulu-Natal, Gauteng, the Eastern Cape and Western Cape were affected by protest action by the EFF on Monday.

In addition, the retailer stated earlier that seven of its stores were damaged, including Saveways in Witbank and Cycad in Polokwane.

The EFF had made a list of demands to the retailer to meet within 24 hours about the hair advert that included four women: two black and two white.

The advert described the hair of two black women as “dry and damaged” as well as “frizzy and dull”, while the hair of the two white women was described as “fine and flat” and “normal”.

Clicks has since apologised for the advert.

However, Small Business Development Minister Khumbudzo Ntshavheni rejected what she called a “superficial apology by Clicks management”.

She said if Clicks management was serious about making amends for its error then “it must be reflected by steps to place more hair products made by South African SMMEs for African hair on its shelves”.

READ | 425 Clicks stores targeted in EFF protests in KZN, Gauteng and Western Cape

The government called on all South Africans to resist the temptation to take the law into their own hands, and rather remain calm and follow the correct and legal channels to address their concerns.

“Members of the public who witness any form of intimidation or act of violence should contact the nearest police station or call the toll free number: 10 111 to report such incidents,” Williams added.

Minister in the Presidency Jackson Mthembu said the government remained committed to the values of democracy.

“Any form of discrimination or violation of human rights for whatever reason cannot be tolerated as it undermines the progress made in building a united democratic country.

“Even in the face of resistance by a small minority, we continue with efforts to build a united South Africa that we can all be proud of. As we launch Heritage Month today, we are reminded of the many cultures, traditions and languages that make us who we are. In the spirit of social cohesion, let us all cherish and respect one another regardless of colour, background, gender and religion,” he added.

News24.com | John McEnroe feels pressure got to Novak Djokovic

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Novak Djokovic of Serbia tends to a line judge who he hit in the throat during the fourth round US Open against Pablo Carreno Busta of Spain on 6 October 2020.

Novak Djokovic of Serbia tends to a line judge who he hit in the throat during the fourth round US Open against Pablo Carreno Busta of Spain on 6 October 2020.

Al Bello/Getty Images

John McEnroe has warned Novak Djokovic he will have to face up to being the “bad guy” for the rest of his career after the world number one was defaulted from the US Open for striking a ball which hit a line-judge.

McEnroe, himself no stranger to grand slam defaults, accused Djokovic of making a “rookie mistake” after the incident, which saw the Serb tossed out of the tournament towards the end of his first set against Pablo Carreno Busta.

Djokovic tweeted an apology hours after the incident but, having already courted controversy this year by staging an ill-fated tournament amid the coronavirus pandemic, McEnroe believes he will struggle to live the incident down.

McEnroe told ESPN: “The pressure just got to him, I think. A lot’s been going on off the court, it’s obviously affected him and now whether he likes it or not he’s going to be the bad guy for the rest of his career.

“It was a rookie mistake made by him to hit a ball back where he wasn’t even looking where he was hitting it. He’s been there and done that, and certainly, I know from some experience that you’ve got to be careful out there.”

McEnroe was the first player to be defaulted from a grand slam tournament at the 1990 Australian Open, after picking up a series of code violations during his match against Mikael Pernfors.

And McEnroe admitted he wished there could have been some other solution that would have enabled Djokovic to avoid being defaulted for the incident.

“I’d like to tell you I disagree with it and I’d like to find a different way to continue to play – that would obviously have been prefaced by whether or not the lineswoman’s OK,” added McEnroe.

“You’d like to at least think because it was obviously not intentional, that you try to figure out a way to keep an all-time great player going after history on the court… (but) I get that the rules state you’ve got to treat everyone the same.”

The top seed and 17-time grand slam champion had just dropped serve to trail his Spanish opponent 6-5 in the opening set of their fourth-round match at Arthur Ashe Stadium.

Djokovic, who had missed three set points at 5-4 before hurting his shoulder in a fall, hit a ball behind him without looking that struck a female line judge in the throat.

The 33-year-old wrote on Instagram: “This whole situation has left me really sad and empty. I checked on the lines person and the tournament told me that thank God she is feeling OK.

“I‘m extremely sorry to have caused her such stress. So unintended. So wrong.”

The line judge collapsed to the court and could be heard gasping for air as Djokovic rushed over to check on her condition.

Djokovic pleaded his case during lengthy discussions with tournament referee Soeren Friemel and grand slam supervisor Andreas Egli, but the officials’ mind was made up.

He subsequently accepted the decision, saying in his statement: “As for the disqualification, I need to go back within and work on my disappointment and turn this all into a lesson for my growth and evolution as a player and human being.

“I apologise to the @usopen tournament and everyone associated for my behaviour. I’m very grateful to my team and family for being my rock support, and my fans for always being there with me. Thank you and I’m so sorry.”

A statement from tournament organisers read: “In accordance with the Grand Slam rulebook… the US Open tournament referee defaulted Novak Djokovic from the 2020 US Open.”

It was unquestionably an accident but it is not the first time Djokovic has flirted with such a scenario.

At the French Open in 2016 he threw his racket and nearly hit a line judge, while later that season he reacted with annoyance when questioned about a warning for hitting a ball angrily into the crowd during the ATP Finals.

Speaking at his post-match press conference, Carreno Busta had sympathy for Djokovic but felt it was the right decision.

He said: “I was in shock. I never expected this moment playing against Novak. So it was a tough moment also for me.

“I don’t think that any one of us do this kind of thing intentionally. It’s just the moment. The referee and the supervisor do the right thing, but it is not easy.”

US Open tournament referee Soeren Friemel said there was no other option but to default Djokovic, irrespective of his status within the game.

Friemel told the media: “Any code violation there is a part of discretion to it but in this instance, I don’t think there was any chance of any opportunity of any other decision other than defaulting Novak.

“The facts were so clear, so obvious – the umpire was clearly hurt and Novak was angry, he hit the ball recklessly [and] angrily back, and taking everything into consideration, there was no discretion involved.

“Defaulting a player at a grand slam is a very important decision, and for that reason – and it doesn’t matter if it’s on Ashe, if it’s the number one or any other player on any other court, you need to get it right.

“Everyone on court was aware of what was at stake and surely, that’s always in the back of everyone’s mind, but we need to leave that out and make sure we base it on the facts and on the rules.”

– TEAMtalk media

 

Human Capital Administrator – Intern (Durban)

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Remuneration: Basic salary 
Location: Durban, Durban
Education level: Diploma
Job level: Student
Travel requirement: Occasional
Job policy: Employment Equity position
Type: 12 months
Reference: #HCA Intern
Company: Metropolitan

Job description

Human Capital Administrator – Intern

PLEASE DO NOT APPLY IF YOU HAVE WORK EXPERIENCE – THIS POST IS FOR GRADUATES WITH WORK EXP ONLY.

Role Purpose:

Execute various administrative processes and support the HC team in delivering a consistent HC administration service that empowers the business to achieve its strategic objectives.

PERSPECTIVE

OUTPUTS

Provide administrative support for a variety of HR practices

(Internal Process)

  • Prepare job advertisements and post on the relevant platform to attract suitable candidates.
  • Review and screen CVs received from job advertisements
  • In collaboration with the HR team shortlist relevant candidate in line with the selection criteria.
  • Conduct telephonic interviews with candidates to assess candidate suitability.
  • Conduct reference, probity checks and background checks on shortlisted candidates and provide feedback to the relevant stakeholders.
  • Book and coordinate the logistical arrangements for the recruitment and assessment process (interviews, meeting rooms etc.)
  • Coordinate and support the on-boarding and integration programme for new employees.
  • Make recommendations regarding candidate suitability based on interviews and checks to the relevant stakeholders.
  • Serve as a key contact for candidates throughout the attraction, interview and offer stages
  • Capture and maintain employee and position management data on the relevant system and ensure that data quality and integrity standards are adhered to.
  • Compile employee documentation and ensure that HR documentation is timeously and accurately submitted to the relevant stakeholders.
  • Request benchmarks from central compensation for relevant roles, follow up and document feedback.
  • Facilitate the exit process and interviews by providing exit documentation to relevant parties and coordinating the logistical arrangements.
  • Consolidate reports, prepare presentations and spreadsheets, monthly reports for the HR team
  • Assist HR team with projects and research on an ad hoc basis.

Engage with clients in a client centric manner

(Client Services)

  • Build and maintain relationships with clients and internal and external stakeholders
  • Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed
  • Make recommendations to improve client service and fair treatment of clients within area of responsibility
  • Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service

Self-management and teamwork

(People)

  • Develop and maintain productive and collaborative working relationships with peers and stakeholders
  • Positively influence and participate in change initiatives
  • Continuously develop own expertise in terms of professional, industry and legislation knowledge
  • Contribute to continuous innovation through the development, sharing and implementation of new ideas
  • Take ownership for driving career development

Contribute to financial controls and planning

(Finance)

  • Identify solutions to enhance cost effectiveness and increase operational efficiency
  • Manage financial and other company resources under your control with due respect
  • Provide input into the risk identification processes and communicate recommendations in the appropriate forum.

Requirements

  • Matric
  • Diploma (NQF 5) or equivalent or Degree in Human Resources or related field

  • Must be Computer Literate
  • Respectful
  • Passionate
  • Hard Working
  • Solution Driven Mindset
  • Positive Attitude

To qualify – NO Work Experience is needed

Posted on 07 Sep 20:26