Duties & Responsibilities
1. Ticket sales
- Execute ticket bookings on the Intercape Booking
- System.
- Work according to the Intercape training manual
- and contact center policies
- Compliance with the Intercape ticket booking policies and procedures including:
i) Identifying, selecting and confirming the dates, departures and arrivals that meet the ticket
purchasers’ needs.
ii) Explain the various ticket classes, differences, and benefits of each class.
iii) Explain Intercape’s Terms and Conditions applicable to the type of booking and send a copy
of Intercape’s Terms & Conditions via fax or e-mail to the ticket purchaser / passenger.
iv) Explain routes, stops and destinations correctly and according to the training manual.
v) Explain and utilize discounts correctly when necessary to make a sale, or when requested, and
comply with the prescribed requirements eg. ID Document for Pensioners, valid and current Student Card for Students, and SANDF identification for Force Members.
vi) Process the booking correctly as per the purchasers’ preferred payment method: credit
card, debit card or direct bank deposit. In the case of direct bank deposits or electronic funds
transfers, relay the conditions of booking to the ticket purchaser.
vii) Verify all booking and payment details on the computer before issuing tickets and ensure that
the purchaser verbally accepts the details as correct.
viii) Ensure that ticket purchasers are made awareof their responsibility to adhere to passport and
visa requirements and explain such if and when applicable
ix) Assist ticket purchasers in a professional, friendly and helpful manner according to the sales
competencies listed under “related job requirements”
- Up-skill all team members in your team to be fully proficient in selling tickets according to the points above.
- Conduct daily call listening within your immediate team and feedback to Line manager.
- Provide daily documented coaching where necessary to advisors.
- Compile and manage daily and monthly advisor performance management stats and documented
- KPI feedback according to the contact centre staff management process and requirements
2. HandlingEnquiries
- Identify the nature of enquiries and discern between enquiries and complaints.
- Provide the necessary and relevant information in response to customers’ needs, promptly and accurately.
- Conduct and participate in biannual refresher training and quarterly knowledge assessments
- Understand and be able to explain Intercape’s current special offers, campaigns, competitionsand promotions.
- Raise any concerns or needs for further explanation with Line manager.
- Assist customers in choosing payment methods that best suit their needs.
- Explain and follow prescribed procedures forcancellations, transfers and refunds.
- When it is not possible to meet a customer’s needs, explain organizational limitations in a positive manner, providing all possible alternative solutions
- Keep a record of enquiries, especially those pertaining to routes that Intercape doesn’t service, pricing concerns, comparisons made to competitors, and share this information with your Supervisor on a weekly basis as inputs for the Biweekly office supervisor report.
- Track coaches on the tracking system and answer enquiries in this regard.
- Ensure you are comfortable with the use of the tracking system and arrange the necessary training of required
- Up-skill your team members to be able to handle enquiries as per the points above.
- Ensure daily coaching and call listening and quarterly refresher training
- Handle the more complex enquiries that are escalated to you as team supervisor and ensure that the necessary coaching and mentoring takes place to bring your team members up to your same level of competence in handling enquiries.
3. Handlingcomplaints
- When an enquiry results in a complaint, make every effort to resolve the complaint at the first point of contact
- Ensure first call resolution by providing regular coaching and quarterly refresher training
- Failing resolution of a complaint, ensure that the complaint is logged on the CCC system.
- Explain the resolution process to the customer (especially the next steps) and provide the customer with the case reference number and contact details should they wish to follow up.
- Ensure that all relevant documents are receivedand captured on the CCC system.
- Up-skill your team members to be able to handle complaints as per the points above.
- Conduct daily call listening and coaching
- Conduct quarterly knowledge assessments
- Handle the more complex complaints that are escalated to you as team supervisor and ensurethat the necessary coaching and mentoring takes place to bring your team members up to your same level of competence in handling complaints.
- Conduct daily documented coaching
- Follow up on all your team’s outstanding complaints to ensure that they are finalized and closed within the prescribed timelines.
4. Cash-ups
- Ensure that physical cash balances with theoretical cash as indicated on cash up when cash booking are done
- Monies dropped must be clearly identified with your name, date and denominations indicated
- Should there be any differences they must be stated on the envelope and on physical cash up
5. General ContactCentre Related Duties
- Handle ad hoc outbound calls as required by operations of business.
- Assist and coordinate certain sales-related projects as required by operations of business.
- Observe and report market intelligence such as competition tactics, passenger behaviors and seasonal trends on a continuous basis.
- Engage with contact centre advisors biweekly to discuss trends and behaviors
- Draw up a personal sales plan to improve on yourshortcomings (including areas in which you mayneed coaching or training).
- Ensure to complete the daily and monthly trackers and manage the performance process as set by the Line Manager
- Handle parcel enquiries regarding destinationsand estimate costs.
- Escalate any necessary queries or complaints to the parcels manager
- Advise callers of the weighing and measuring procedures to be followed to confirm costs.
- Refer callers to the relevant Parcel Services department where they will be able to conclude their parcel transaction.
- Up-skill your team members to handle Parcel enquiries according to the points above.
- Ensure daily call listening and coaching with contact centre advisor Know and explain the excess luggage policy and Terms and Conditions pertaining to excess luggage, including the restricted items.
- Ensure quarterly refresher training
- Explain the process applicable to the transportation of excess luggage.
- Motivate and act as mentor for team members.
- Ensure to follow the necessary coaching requirements as set within the performance management process
6. Supervisor Duties
- Ensure the dropped-call rate remains within company policy.
- Monitor the dropped call rate daily and revert with analysis of call interval to Line Manager, including calls received, agents staffed, outbound calls, AHT of calls.
- Banking on a daily basis.
- Ensure cash-ups are signed off on a daily basis and sent to relevant department
- Dealing with debtor’s queries.
- Confirmation of internet bookings.
- Ensure daily audit of queue and confirmation of correct processes followed by admin team
- E-mailing or faxing Terms and Conditions.
- Daily call listening to ensure correct processes are being followed by advisors on the floor
- Issuing Invoices, and pro-forma invoices.
- Ensure invoices are issued daily upon request
- Processing refunds.
- Daily call listening to ensure correct processes are being followed by advisors on the floor
- Ensure adequate and fair scheduling of the members in your team, including conducting daily checks of which team members are absent, and ensuring that the necessary HR policies are adhered to regarding absenteeism.
- Ensure daily trackers are kept up to date and daily coaching and sanction according to contact centre policies and performance management process required by Line Manager
- Perform the duties associated with performance management of the staff in your team.
- As per the guidelines set out by your daily trackers
7. Effectiveutilisation of allsystems used inIntercape
- Responsible for effective utilisation, accurate capturing, and thorough record keeping on all systems relevant to perform daily tasks within department.
- Ensure that you are properly trained on all systems.
- Ensure that if anything is unclear regarding the system to bring it under the Manager’s attention.
Desired Experience & Qualification
Qualifications:
- Grade 12.
- Computer literate.
Experience:
- 2 Years’ experience in a supervisory capacity of a customer facing or contact centre sales environment.
- Have a good basic Geographical knowledge of towns, cities, and highways within South Africa and
- neighboring countries.
- Experience in handling general enquiries in a customer-facing or contact centre environment.
- Experience in handling disputes and conflict.
