CALL CENTRE OPERATORS
The Independent Electoral Commission (IEC) as a body that is mandated to deliver elections is currently preparing for Local Government Elections. To pursue its mandate IEC has powers to appoint electoral officers, consultants and other persons, and specify their functions (Local Government Electoral Act, 1998).
IEC invites applications from suitable Basotho nationals to work as Temporary Call Centre Operators. The Call Centre is meant to handle incoming calls enquiring about the elections administration in general, complaints regarding all electoral activities undertaken by IEC in all Community and Urban Councils.
The Call Centre Operators will be responsible for among others:
- Receiving incoming calls and responding to questions that are asked by the general public relating to administration of the Local Government electoral processes.
- Liaise with IEC permanent staff in order to gather relevant information required by electorate callers.
- Filtering information and call made by electors that need immediate attention.
- Detect common problems and frequently asked questions to determine the areas where IEC needs to strengthen policy, procedures, educational mechanisms and or legal framework.
- Keep record of all conversations in the call centre database in a comprehensible way.
- Receiving incoming calls and responding to questions that are asked by the general public relating to administration of the Local Government electoral processes.
- Liaise with IEC permanent staff in order to gather relevant information required by electorate callers.
- Filtering information and call made by electors that need immediate attention.
- Detect common problems and frequently asked questions to determine the areas where IEC needs to strengthen policy, procedures, educational mechanisms and or legal framework.
- Keep record of all conversations in the call centre database in a comprehensible way.
Qualities of Call Centre Operators Required Call Centre Operators must have the following qualities:
- Be able to retain knowledge and information as well as remembering answers to frequently asked questions.
- Be able to pay more attention to detail.
- Be able to interact with electorates with different personalities and consistently maintain a positive demeanour, day in and day out (e.g handling an angry or chatty elector).
- Be able to work under pressure.
- Be able to retain knowledge and information as well as remembering answers to frequently asked questions.
- Be able to pay more attention to detail.
- Be able to interact with electorates with different personalities and consistently maintain a positive demeanour, day in and day out (e.g handling an angry or chatty elector).
- Be able to work under pressure.
Qualifications and Experience
Have at least a minimum University Degree with experience in customer care services and or electoral processes information.
Have at least a minimum University Degree with experience in customer care services and or electoral processes information.
Competencies and Skills
Good command of both Sesotho and English Language (Oral and written)
Interpersonal and listening skills
Problem solving and analytical skills
Computer literate
Good command of both Sesotho and English Language (Oral and written)
Interpersonal and listening skills
Problem solving and analytical skills
Computer literate
Interested persons must submit their applications together with Curriculum Vitae with three referees and certified copies of educational certificates with transcripts at MGC Park, 2nd Floor, addressed to:
The Human Resources Manager
Independent Electoral Commission
P.O. Box 12698
Maseru 100
Lesotho
On or before the 10th August 2016 at 1630.
The Human Resources Manager
Independent Electoral Commission
P.O. Box 12698
Maseru 100
Lesotho
On or before the 10th August 2016 at 1630.
Only short-listed applicants will be contacted
