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.
Must Speak English And Another African Language Fluently
Role Reporting
Team Leader
PLEASE NOTE THAT THIS ROLE IS ON A MONTH FIXED TERM CONTRACT BASIS ONLY FROM 1 JULY 2024 - 30 APRIL 2025
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)
Experience
- 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
