Job Description
The key objective of the role is to identify and understand customer needs, delivering a first class customer service to increase the profitability of the business while remaining committed to treating customers fairly. Speaking directly with clients via an inbound line and provide responses to general contract and transactional inquiries.

Experience:
  • Minimum of 18 months - 2 years inbound call centre experience
  • Customer service experience
  • Administration experience
  • Experience in healthcare, insurance, financial or administration industry and knowledge of relevant legislative environment is highly desirable (advantageous)
Requirements:
  • Grade 12 minimum
  • Formal Call Centre Qualifications (advantageous)
  • Fluent in English with a neutral spoken accent
  • Fluent in minimum one of the Official African Languages i.e. Sotho, Northern Sotho
  • Ability to speak more than one/two will be a strong advantage
  • Proficient in MS Office Suite applications
Key responsibilities may include but are not limited to:
  • Answer call 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 escalate when required to senior agents/team leader
  • Ensure own 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 to be completed in agreed SLA times
  • Maintain customer quality according to set standards and business process
  • Ensure full compliance to business process, legislation and standard operating processes
  • Manage zero financial risk in terms of agent errors and/or authorisations (zero errors)
Critical Skills/ 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 deliverable and work load accordingly (good organisational skills)
Career Path:
The role would equip the incumbent with skills suitable to progress their career into various different business areas:
  • Back Office Consultant, SME, Team Leader (Contact Centre of E-media)
  • Contact Centre Manager

Should you wish to apply for the position, please apply directly via this job board, please ensure that you quote reference number 201852 subject heading or email body.

Please note that due to the high volume of CV's received; only shortlisted applicants will be contacted. Should you not receive communication from our offices within two weeks of submission please note that your application will not be considered for this position.

We will keep your CV on file and re-establish contact with you should opportunities in line with your expertise become available again.

Should you require any additional information give us a call on 021 012 5566.




Job Type
Full-Time Regular

Location
Cape Town Western Cape

Min Salary
0.00 ZAR

Max Salary
0.00 ZAR