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 & transactional inquiries.
Role Reporting
Team Leader
PLEASE NOTE THAT THIS ROLE IS ON A MONTH FIXED TERM CONTRACT BASIS ONLY FROM 1 JULY 2024 - 30 APRIL 2026
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)
- Minimum of 1 - 2 years inbound call centre experience
- Customer service experience
- Administration experience
- Experience in healthcare, insurance, financial or administration industry & knowledge of relevant legislative environment is highly desirable (advantageous)
- Grade 12
- Formal Call Centre Qualifications (advantageous)
- Proficient in MS Office Suite applications
