Contact Centre Agent Reference No: 647959

Closing date: 10/20/2021

Location: Bloemfontein

JOB SUMMARY
Handles inbound or outbound calls or other forms of communication from customers assisting and providing relevant information and excellent customer service.

MINIMUM CRITERIA REQUIRED
Grade 12

EXPERIENCE
1-2 Yrs Relevant Working Experience

RELEVANT JOB KNOWLEDGE
Business processes and services
Computer literate
Contact Center Industry Standards and Benchmarking
Quality management system

KEY PERFORMANCE AREAS

• Receives and make customer contacts, ensuring customer satisfaction at all times
• Responds to customer enquiries to ensure that customers receive correct and adequate information.
• Provide customers with product and service information (Accounts and results), ensuring customer satisfaction.
• Display professionalism at all times ensuring compliance to industry quality standards.
• Research required information using available resources to ensure that adequate information is available for decision-making purposes.
• Identify and escalate priority issues/queries to ensure that supervisors are aware of highly dissatisfied customers and provide solutions to increase customer satisfaction and retention.
• Follow up customer contacts were necessary to increase customer satisfaction ensuring customer loyalty.
• Complete administrative functions ensuring QA standards compliance and credibility.
• Route and redirect customers to appropriate resources to ensure that customers are assisted promptly by relevant parties.
• Comply with statistical requirements ensuring quality standards at all times.
• Comply with quality standards.
• Comply with operational requirements of the department, ensuring adequate operations and customer satisfaction.
• Adhere to reasonable instruction, apart from what is prescribed in the working instructions, from management.
• Maintain confidentiality of customers’ personal data and other information to protect the private customers and integrity of the organisation, ensuring QA compliance and credibility.
• Meet organisational customer service objectives, ensuring organisation credibility
• Oversees housekeeping issues including filing and general office tidiness to ensure a safe and healthy work environment.

COMPETENCIES
Ability to use own initiative
Analytical skill
Assertiveness
Attention To Detail
Communication
Confidentiality / Sensitivity
Ethical behaviour
Planning and organising
Stress management
Telephone etiquette

REMUNERATION
Compensation is commensurate with qualification and experience level.

SPECIAL REQUIREMENT
Must have Gr12 or advantage BsC.
Must work over weekends & Public Holidays, and different sites.
Must speak Afrikaans & English.

HOW TO APPLY

ONLINE APPLICATION