Our client, based in Century City, is seeking Sepedi-speaking agents.

The key objective of the role is to identify and understand customer needs, deliver first-class customer service to increase the profitability of the business, and remain committed to treating customers fairly. Speaking directly with clients via an inbound line and providing responses to general contract and transactional inquiries.

Experience:

• A minimum of 12 months unbroken inbound call centre experience
• Experience in healthcare, insurance, financial or administration industry and knowledge of relevant legislative environment

Requirements:

• Passed Grade 12
• Fluent in Sepedi (Read, Write, Speak)
• Fluent in English (Read, Write, Speak)
• Proficient in MS Office Suite applications
• Clear Criminal Record
• Fixed-Term Contract
• Available immediately

Key responsibilities may include, but are not limited to:

• Answer calls and respond to customer requests
• Provide customers with product and service information
• Identify, research, and resolve customer issues using the in-house operating system
• Complete call logs and reports
• Assisting irate members and escalating when required to senior agents or the team leader
• Ensure that productivity levels are maintained and quality standards are met at all times
• Performing daily administrative functions and accurately capturing required information to various CRM systems
• Adhere to and support Company policies and practices
• Ensure that cases are reviewed and actioned
• Monitor Average Handling Time in line with standards
• Adhere to work schedule, occupancy and monitoring work flow
• Ensure that SLA is adhered to and cases are completed within the agreed SLA times
• Maintain customer quality according to set standards and business process
• Ensure full compliance to business process, legislation and standard operating processes

Critical skills and competencies:

• Excellent communicator with all levels in an organisation (verbal and written)
• Solution Driven
• Excellent Problem-solving and Accuracy skills
• Self-starter, motivated, takes initiative and can work independently
• Confident in operating in a dynamic environment
• Flexibility and agility
• Resilient mind-set
• Ability to adapt to different situations as they arise (adaptive thinking)
• Ability to operate in a team environment
• Ability to prioritise deliverables and work load accordingly (good organisational skills)

Salary and working hours:

• The salary is R8000
• Monday to Friday 08:00 to 17:00
• Every second Saturday, from 08:00 till 12:00

Office Location:

• Century City

Should you wish to apply for the position, please apply directly via this job board. Please ensure that you quote the reference number 202482 in the subject heading or email body.

Surgo (Pty) Ltd will consider all applications in terms of its Employment Equity (EE) and is committed in maintaining diversity in its’ appointments. Surgo (Pty) Ltd, therefore also encourages people with disabilities and from other diverse backgrounds to apply. Due to the high volume of applications, should you not receive feedback within three months upon submission, you can assume your application was unsuccessful and we encourage you to reapply. Please note that as a registered member of APSO, Surgo (PTY) Ltd. does not hold applicants accountable for any application fee.

Your CV will be kept on our database for us to contact you should any future vacancies become available. If you do not wish for us to keep your CV for any other positions, please email recruitment@surgo.co.za

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