Primary Role 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 LeaderKey responsibilities may include but are not limited to:Answer call and respond to customer requestsProvide customers with product and service informationIdentify, research, and resolve customer issues using the in-house operating systemComplete call logs and reportsAssisting irate members and escalate when required to senior agents/team leaderEnsure own productivity levels are maintained and quality standards are met at all timesPerforming daily administrative functions and accurately capturing required information to various CRM systemsAdhere to and support Company policies and practicesEnsure that cases are reviewed and actionedMonitor Average Handling Time in line with standardsAdhere to work schedule / occupancy and monitoring work flowEnsure that SLA is adhered to and cases to be completed in agreed SLA timesMaintain customer quality according to set standards and business processEnsure full compliance to business process, legislation and standard operating processesManage zero financial risk in terms of agent errors and/or authorisations (zero errors)Critical Skills/ Competencies Excellent communicator with all levels in an organisation (verbal and written)Solution DrivenExcellent Problem solving and Accuracy skillsSelf-starter, motivated, takes initiative and can work independentlyConfident in operating in a dynamic environmentFlexibility and agilityResilient mind-setAbility to adapt to different situations as they arise (adaptive thinking)Ability to operate in a team environmentAbility to prioritise deliverable and work load accordingly (good organisational skills)Experience Minimum of 6 - 12 months inbound call centre experienceCustomer service experienceAdministration experienceExperience in healthcare, insurance, financial or administration industry & knowledge of relevant legislative environment is highly desirable (advantageous)Education and Applicable SystemsGrade 12Formal Call Centre Qualifications (advantageous)Fluent in English and a 2nd language which must be an official South African language (Ndebele; Tsonga; Venda; Swati)Fluent in at least 4 or more of the official languages (advantageous)Proficient in MS Office Suite applicationsSalaryR9500 Basic only
