Smollan: Queue Controller

  • Post author:
  • Post published:Oct 21, 2021
  • Post category:Jobs

To perform concierge welcoming services including channelling all customers entering the Telkom retail stores to the correct queue and following the queue buster process. Monitor dedicated queues and assign tickets to ensure SLAs are maintained.

Key Responsibilities and Deliverables:

Logging Quick Transactions
Assist customers with bill balances
Stock availability checks
Check prices and ensure deals are in place and communicate with relevant stakeholders
Fault reporting, administer and follow up
Management of the queues to ensure that all queries are dealt with timeousl

Logging the Customer
Capture the customer’s details on the QB App
Explain the queueing process to the customer and ensure it is managed effectively
Check that the customer understands the process

Directing the Customer
Accompany the customer to the correct agent
Invite the customer to utilize self-service point if applicable
Invite queueing customer to browse devices and accessories or utilise Wi-fi hotspot

Customer Queries
Feedback on customer complaints, queries and requests
Ensure professional and value adding Customer/Consumer service
Communicate product withdrawals to stores timeously

Effective teamwork and self-management
Follow through to ensure that personal quality and productivity standards are consistently and
accurately maintained
Demonstrate consistent application of internal procedures
Plan and prioritise, demonstrating abilities to manage competing demands
Demonstrate abilities to anticipate and manage change
Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and
respond to organisational needs
Manage own career development by staying abreast of any technical and industry changes


Minimum Qualifications:

  • Grade 12

Minimum Experience:

  • 1-2 years relevant trade/FMCG related experience