Call Centre Agent

An exciting job opportunity exists for a call centre agent in Sandton.
Job Purpose
The successful incumbent will be responsible for answering calls in a professional and customer-oriented manner.
Responsibilities

Answer incoming calls courteously within SLA.
Manage all cases professionally and efficiently within the correct time frames.
Provide personalised customer service by responding to the needs of the client.
Ensure that all calls are captured on the relevant system (Dreamtec).
Clear knowledge and understanding of our corporate client's policy wording, systems, protocols and procedures.
Identify and escalate issues to supervisor, including:

Call avoidance from other call centre agents.
Fraudulent activities from other call centre agents.
Misconduct.

Must be able to work shifts and overtime when required.
Determine eligibility by comparing client information to requirements and product offering.
Behavioural Competencies

Verbal and written communication skills.
Phone skills.
Listening skills.
People skills.
Customer focus.
Attention to detail.
Pressure tolerance.




Requirements

Matric – ideal.
2 years' experience within a call centre environment.
Microsoft suite – Office.
Dreamtec - Ideal.


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