Ster-Kinekor employment opportunities

Call Centre Agent

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Ster- Kinekor Theatres

 

Ster-Kinekor Theatres is the largest movie exhibitor on the African continent. To most South Africans, the word ‘movies’ is synonymous with the name ‘Ster-Kinekor’. The company operates 52 commercial cinema complexes in South Africa, with six international sites based in Namibia, Zambia and Zimbabwe. The cinema chain’s sites house more than 404 large-scale screens, with 57 891 seats and the largest 3D footprint featuring more than 154 state-of-the-art 3D screens in South Africa (Commercial, 3D, IMAX and Cine Prestige).

 

As the industry leader, Ster-Kinekor has pioneered cinema concepts such as Cinema Nouveau, one of the world’s largest dedicated art-house multiplex circuits, and the luxurious Cine Prestige theatres, the first ‘business class’ cinema experience in South Africa. Ster-Kinekor has headed the return of the IMAX® Experience, with the opening of eight IMAX® Theatres across the country and has expanded its cinema innovation to launch the first Kids’ cinema complete with slides and bean bag seating as well as D-BOX which brings movie experiences to life with motion seats.

 

As the market leader, Ster-Kinekor aims to spearhead the advancement of cinema across both South Africa and the rest of Africa, to ensure that consumers continue to experience movies as they were made to be seen – on the big screen.

Job Details

Job Description

A Call Centre Agent will be responsible for providing excellent customer service and support to callers/guests. This includes answering questions, addressing concerns, and resolving issues or complaints in a professional and efficient manner. The incumbent will execute customer support via calls, business WhatsApp and emails. Resolve first line queries and escalate where necessary. The incumbent will also be required to work on weekends and public holidays, the working hours will be on a shift basis.

Call Centre Agent Job Duties:

  • Complaint resolution rate in line with company policy and guidelines
  • Call quality, ensuring that the guest is provided with the best services in each interaction.
  • All unresolved complaints should be escalated, followed up and feedback provided to the guest in line with the escalation process.
  • Provide accurate and up-to-date information about movies and showtimes.
  • Promoting and managing our customer loyalty program.
  • Ensure information accuracy in all feedback provided to guests on various products.
  • Fully understanding the refund policy from start to finish·
  • Adherence to schedule (Weekly and monthly roster) ·
  • Compliance with quality standards and procedures·
  • Abandoned call rate should be in line with department SLA.
  • Average call handling time should be in line with business rules.
  • All daily checklists should be submitted before the start of the shift.
  • Knowledge of the movie theatre’s operations, policies, and procedures.
  • Knowledge of the movies showing, showtimes, and available promotions and discounts.
  • Familiarity with ticketing systems, loyalty programs, and payment processing.
  • Understanding of guest service principles and practices.
  • Knowledge of basic computer skills and phone systems.

Qualifications:

  • Matric (essential)
  • A Diploma/Degree would be advantageous.

Experience and Knowledge of:

  • Previous call centre experience
  • Customer Service Experience
  • Proficiency in Microsoft Office Suite
  • Hands-on experience with office equipment

Skills:

  • Excellent communication skills, both verbal and written.
  • Active listening skills and the ability to understand customer needs and concerns.
  • Strong customer service skills and the ability to provide solutions to customer issues.
  • Sales and marketing skills to promote movies, concessions, and loyalty programs.
  • Strong organizational and time management skills to handle multiple calls and tasks simultaneously.
  • Ability to work under pressure in a fast-paced environment.
  • Attention to details and accuracy in handling customer requests and transactions.
  • Adaptability and flexibility to handle changes in movie schedules or customer requirements.
  • Patience and empathy when dealing with customers and their concerns.
  • Ability to work as part of a team and collaborate with colleagues to achieve common goals.

Key Attributes

  • Strong communication skills (both oral and written) – clear voice.
  • Strong customer service orientation
  • Strong relationship building skills.
  • High energy levels
  • Going the extra mile
  • Passionate about movies
  • Time management
  • Multi-tasking
  • Professionalism
  • Customer service attitude/skill
  • Ability to work without a personal cell phone
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