Call Centre Agent (Self Service)

MINIMUM REQUIREMENTS An appropriate three-year tertiary qualification (at least 360 credits) with 18 months proven experience in handling life insurance/employee benefits or client relationship management/client care enquiries in a Call Centre OR A Grade 12 Certificate/Senior Certificate (Matric) with three (3) years proven experience in handling life insurance/employee benefits or client relationship management/client care enquiries in a Call Centre Candidates with client relationship management/client care experience preferably in the Telecommunications or ICT environment may receive preference Computer literacy that would include a good working knowledge of Microsoft Office products. RESPONSIBILITIES Handling inbound and outbound calls: Receive incoming calls; Respond to client enquiries by providing correct information; Escalate unresolved queries to the assistant manager and business units; Check database for outstanding documents or information Resolve Customer queries through telephone, e-mail, web and fax: Receive, handle and resolve all incoming customer queries; Respond to incoming client queries using information from system; Provide a service that exceeds customer expectations at all times; Handle customer information in a professional and confidential manner; Capture data about all incoming queries