Senior Contact Centre Agent

Job descriptionRequirements§ Matric is compulsory§ Strong communication skills§ Presentable§ Clear criminal recordDuties and ResponsibilitiesAnswering phones from customers professionally and responding to customer inquiries and complaintsResearching required information using available resourcesHandling and resolving customer complaints regarding product sales to customer service problemsProviding customers with the organization's service and product informationProcessing forms, orders, and applications requested by the customersIdentifying, escalating priority issues and reporting to the high-level managementFollowing up complicated customer calls where requiredObtaining and evaluating all relevant data to handle complaints and inquiriesRecording details of comments, inquiries, complaints, and actions takenManaging administration, communicating and coordinating with internal departmentsTechnical expert in related computer applicationsAble to maintain customer confidentialityAct as liaison between the company and its internal and external current and potential customersAccept ownership for effectively solving customer issues, complaints, and enquiries, keeping customer satisfaction at the core of every decision and behaviorManagement of inbound and outbound customer interactions at a timely mannerFollow communication "scripts" when handling different topicsIdentify customer needs, clarify information, research every issue and provide solutions and or alternativesUpdate existing customer informationIdentify and escalate priority issuesSeize opportunities up to sell products when they ariseBuild sustainable relationships and engage customers by going the extra mileKeep records of all conversations in our call center database in a comprehensible wayUpdates job knowledge by studying new product descriptions, participating in internal and external educational opportunitiesMeet personal / team qualitive targetsAdhere to standard guidelines, recommending improved procedures