BOOKING CONFIRMATION AGENT (JHB)

The successful candidate will work in a call centre environment and be responsible to telephonically confirm bookings, followed by a confirmation E-mail which have been made by Booking Agents prior to the Brand Representatives arriving at the schools for presentations.
All confirmation calls must be made 48 hours prior to the physical visit.
Basic Salary: R5 500.00
Communication allowance: R1 500.00

Qualifications

Matric
Proficiency on MS Office

Additional Information

KEY RESPONSIBILITIES:

To contact schools and confirm bookings for a number of Brand Representatives each day.
Data integrity.
Identify challenges and report them accordingly.
Report accurately on a daily/weekly/monthly basis.
Provide administrative support to the Booking Agents and Brand Representatives.
Act as a back-up for Booking Agents.

KEY PERFORMANCE AREAS:
Relationships:

Establish and maintain a professional relationship with all stakeholders (internal & external).
Ability to telephonically engage with the school representatives (at all levels).
Ability to speak and engage with different target audiences and think on their feet.
Ability to convince a school representative and ensure that they understand the benefits and the purpose of this initiative.

School Database

Using a database of schools provided, update and add relevant information to ensure data integrity of all information at all times.
Grow and maintain current database.

Telephonic Confirmations

Daily targets to be reached, no exceptions.
All calls done in a professional manner.
Follow through mail after telephonic conversation to confirm discussion.

Operational Excellence:

Respond to all queries and requests timeously.
Suggest actions to exceed the client expectations and identify opportunities for growth.
Accountable for the success and execution against the set KPIs.
Confidently display passion with regards to what is being presented and/or demonstrated.
Manage time effectively and ensure that all appointments are kept to and that external and internal stakeholders expectations are managed at all times, no exceptions.
Confirmation calls to be done to all schools scheduled 48 hours in advance with 0% cancellation on confirmation.

Reporting:

Ensure all concerns and/or developments are timeously brought to the attention of your line manager.
Assets of a high value will be issued to the Confirmation Agent and must be taken care of and kept in a good condition at all times. Any loss or damage to the assets provided will have to be replaced at the cost of the employee.
Manage the shared booking email address and ensure that all mails are responded to within a minimum of 3 hours.
Reporting on the status of all calls completed with required information on the same day.

Processes:

Ensure compliance against all internal and external processes, policies and procedures are adhered to.

Development:

Demonstrate productivity and self-improvement (online training tools and learning portal).

KNOWLEDGE NEEDED TO DO THE JOB COMPETENTLY
SPECIAL REQUIREMENTS

Must have exceptionally strong relationship and time management skills and be able to demonstrate their ability to be able to deal with deadlines and targets
Must be self motivated and disciplined
Must be available to work full days, Monday to Friday
Must be able to think on your feet and act / respond to challenges accordingly (in line with requirements i.e dont answer any sex related questions; dont get emotionally attached; Dont share your personal details or experiences; cant be judgemental, cant provide medical advice, etc.)
Must have own reliable smart phone

PREVIOUS WORK EXPERIENCE
Required for Competence:

Experience in working in a high pressure, fast paced environment
Evidence of experience working independently, with little or no supervision
Display a professional and ethical behaviour
Reporting through business online reporting tools
Previous call centre experience, customer service and/ administrative role will be an advantage

GENERAL ATTRIBUTES
Required for Competence: