Call Centre Agent

Reporting to the Team LeaderRole SummarySupport and provide superior customer care service via phones and web enquiries to handle and resolve complaints, provide information in response to inquiries, both as a receiver and caller.Key Work Outputs And AccountabilitiesCustomer Service Complaint HandlingWeb & Chat Outbound Customer Feedback Support (Performance indicator)Call monitoring indicatorsTelephony PerformanceVolumes of Inbound calls handledVolumes of outbound callsAverage duration of callsAccuracy of log updatesComplaintsCustomer satisfactionAverage speed to completionCall monitoring ScoresSpeed of responses to emailsEmail response accuracyChat quality and responsesObtain scores for service provided and detailed feedbackSkills And CompetenciesDoes what they say they will do to delight customers and achieve our goals every dayUnderstands the customer better than anyoneEnsures all activities and decisions make life better for customersWe value productive, long lasting relationships with our colleagues and customers. Work Level 1s (and everyone in the company) communicates well.Keeps colleagues and customers informed about changes that affect themListens to people's needs and concerns, and acts on what they tell usIs honest, focused and straightforward in conversations.
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