Sasol invests in its employees along every stage of the career path and offers development opportunities to help you cultivate your career in a culture that embraces diversity and inclusion.
Job Req ID
3401
Closing Date
19 January 2023
OME
Energy Biz: Business Services
City | Town
Secunda
Purpose of Job
Act as the first point of contact through several channels including phone, e-mail, fax, and service portal. Facilitate effective and efficient customer service and case management.
Recruitment Description Continued
- Effectively manage customer needs through efficient management of cases. Enable a high level of quality, resolution, and support.
- Guarantee that correct, relevant, and accurate knowledge is shared with customers at all times.
- Route queries to the right specialist in the business unit to direct efficient and timely query resolution.
- Escalate and report complex queries to senior contact centre agent for resolution.
- Secure continuous alignment with business strategy and processes.
- Accurately log, classify, and track queries according to contact centre standards.
- Create and update data accurately and promptly.
- Apply evidence-based SHE practices in alignment with set standards for safe operations.
- Implement Sasol Group's risk philosophy and enterprise risk management framework.
- Build and maintain positive relationships with internal stakeholders to resolve customer queries effectively.
- Continuously improve own skills and knowledge. Complete, implement, and track personal development plan to attain personal performance goals.
- Effectively answer queries using several channels, service portal, phone, fax, and emails.
- Display excellent telephone and e-mail etiquette at all times.
- Achieve the agreed target of first call resolution promptly.
- Follow the process of capturing and resolving service issues. Secure progression to satisfaction timeously.
- Utilise references, source documentation, and contact centre systems to deliver correct advice and share information with clients.
- Confirm accurate interpretation of policies and procedures to effectively apply applicable and correct resolutions.
- Prioritise and distinguish between the nature of queries at hand to drive effective and quick resolution (e.g. normal, urgent, and emergency queries).
- Provide accurate resolutions for simple queries and enquiries logged by customers.
High School / School Diploma or similar
Min Experience
Experience: 3+ relevant years
Behavioural (BC) |Technical (TC) |Leadership (LC)
BC_Optimizes Work Processes
TC_Administrative Services
TC_Policies and Procedures
BC_Manages Complexity
BC_Plans and Aligns
TC_Data Control
BC_Action Oriented
TC_Planning and Organisation
TC_Compliance Management
BC_Ensures Accountability
Sasol is an equal opportunity and affirmative action employer. Inspired by our Purpose of Innovating for a better world, Sasol acknowledges that diversity is intrinsic to the fabric of our organisation and is the key to our growth and success. Sasol is committed to the full inclusion of all suitably qualified individuals. Preference will be given to applicants from designated groups and people with disabilities according to Sasols Employment Equity Plan. This includes reasonable accommodation to enable individuals with disabilities to perform essential job functions.
