Affinity Services Limited



POSITION TITLE: Call Centre Representative (Full time)LOCATION: Mangere, AucklandREPORTS TO: Call Centre ManagerDIRECT REPORTS: NonePURPOSE:You will draw on your previous experience in a dispatch, call centre, or customer service environment to ensure all contacts within the Call Centre result in a positive experience. You will utilize your attention to detail to ensure all information gathered is accurate and relevant. Ensures that all customer interactions at the SPCA village are positive and professional and responded to in a timely and effective manner at all times.Ensures that calls regarding animal welfare issues are responded to in a timely and professional manner, attending to all risk and safety issues.KEY ACCOUNTABILITIES:KEY RESPONSIBILITIES:Work co-operatively and successfully with team members to run an efficient, responsive and effective call centre.Is able to work competently and professionally to provide an effective, safe and responsive call centre.Ensures exceptionally high standards of customer support are provided to all customers.Works co-operatively with all SPCA staff and volunteers to ensure the customer experience is positive.Ensures the call centre is professionally operated.Ensures that that the call centre is well organised, professional and responsive at all times.Ensures that calls are prioritised appropriately, adequate information is obtained and forwarded to the appropriate person, ensuring the well-being and safety of staff, public and animals at all times.Ensures that issues pertaining to the safety of staff are attended to as per SPCA policy and procedure, with effective management of risk and safety issues within a timely manner.Greets all callers positively and actively assists in meeting their needs.Ensures information is captured and recorded accurately and forwarded to the appropriate person or team in a timely manner.Ensures information complies with the relevant legislation, i.e. Animal Welfare Act, Privacy Act.Ensures that animal welfare issues are attended to throughout the process.Provides support to the Inspectorate TeamEnsure that all phone calls are answered promptly.Ensures that animal welfare issues are responded to as per SPCA policy and procedure, with effective management of risk and safety issues within a timely manner.Is fully familiar with phone, paging, e-mailing system, and staff list.Correctly puts callers in contact with the correct person.Schedules and dispatches Inspectors and other SPCA staff as required, according to policy.Carries out general clerical and administration tasks as required.Supports other colleagues and teams with data entry or information and support where necessary.Provides support as required for relevant SPCA activities.Supports process improvement groups across the village which aim to improve organisational performance. Actively participates in these groups and works collaboratively with all members of staff to achieve goals.Carries out project work as requested.Actively contributes to Health & Safety A safe and healthy working environment is maintained at all times.Establish and comply with Health and Safety legislation and regulations.Take responsibility for your own health and safety and ensure no action or inaction on your own part harms others in the workplace.Contributes towards the development and implementation of policies and procedures that ensure compliance with the Health and Safety at Work Act (2015).Is aware of and can identify hazards and risks to which the organisation may be exposed and takes appropriate action accordingly. Has knowledge of and is able to apply emergency procedures.Participates as a professional and constructive member of the Team Attends team meetings as required. Contributes towards the achievement of strategic and operational goals of the SPCA Volunteer Support and Supervision Ensures safety, support and wellbeing of volunteers working in your department Ensures duties and tasks being carried out by volunteers are being carried out in a safe and appropriate mannerProfessional in all interactions with SPCA volunteersCarries out other duties as required from time to time.Provides support and assistance to SPCA events and campaigns as requested.Duties and responsibilities described above should not be construed as a complete and exhaustive list as it is not the intention to limit the scope or the functions of the position. Duties and responsibilities can be amended from time to time by the Employer to meet any changing condition.INTERNAL FUNCTIONAL RELATIONSHIPS: All SPCA staff and ManagementVolunteers and studentsAll customers and callersEXTERNAL FUNCTIONAL RELATIONSHIPS:Other Animal Welfare AgenciesRNZSPCA National Support Office StaffMembers of the PublicPERSON SPECIFICATION:Qualifications and Experience No pending or current criminal convictions prior to, or during employmentSkills and Knowledge A sound understanding and empathy with the goals and values of the SPCAProven customer service skillsHas accurate and fast data entry skillsHas sound literacy skillsSound computer skills including the use of e-mail, internet and Microsoft Office applicationsSkills in database management and data entryPersonal AttributesA commitment to high quality work and professionalismHighly organised with the ability to prioritise, multi task and meet expected deadlinesAbility to manage confidential information with responsibility and integrityCommitment to ongoing professional developmentAbility to manage stress and handle emotional situations while retaining empathyAble to make sound, informed decisions based on animal welfareExcellent written and oral communication skillsExcellent time management, organisational and planning abilityExcellent inter-personal skills - ability to build rapport with customers, staff and suppliers Ability to motivate and encourage othersAbility to work cohesively and effectively with all SPCA staffProfessional in approach, open and engaging in mannerStrong commitment to the values of the SPCAFlexible and adaptable to changing needsRemains non-judgemental and professional in stressful situationsEnvironmental RequirementsAbility to work in busy conditions and subject to tight timeframes.Able to work with interruptions and willingness to adapt to changing priorities of the job.Maintains a full, clean drivers licence ................
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