An exciting job opportunity exists for a call centre agent in Sandton.
Job Purpose
The successful incumbent will be responsible for answering calls in a professional and customer-oriented manner.
Responsibilities
- Answer incoming calls courteously within SLA.
- Manage all cases professionally and efficiently within the correct time frames.
- Provide personalised customer service by responding to the needs of the client.
- Ensure that all calls are captured on the relevant system (Dreamtec).
- Clear knowledge and understanding of our corporate client’s policy wording, systems, protocols, and procedures.
- Identify and escalate issues to supervisor, including:
- Call avoidance from other call centre agents.
- Fraudulent activities from other call centre agents.
- Misconduct.
Must be able to work shifts and overtime when required. Determine eligibility by comparing client information to requirements and product offering.
Behavioural Competencies
- Verbal and written communication skills.
- Phone skills.
- Listening skills.
- People skills.
- Customer focus.
- Attention to detail.
- Pressure tolerance.
Requirements
- Matric – ideal.
- 2 years’ experience within a call centre environment.
- Microsoft suite – Office.
- Dreamtec - Ideal.
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