Call Centre Agent

Description

• To provide customer service telephonically or via other media and to ensure that customer queries are timeously attended to and resolved

Duties

• Manage costs/expenses within approved budget to achieve cost efficiency
• Deliver exceptional service that exceeds customers' expectations through proactive, innovative and appropriate solutions
• Ensure client investigation deadlines are met and consultant keeps the client continually in the loop
• Regular feedback to customers and or branches regarding progress made on resolving the query
• Resolve all customer queries efficiently, and within agreed timelines
• Attends to daily control log sheets and maintains an accurate diary system for queries
• Attends to inward telephonic, email, fax enquiries and queries via the queue system
• Compiles daily statistics relevant to number of customers and queries attended to
• Maintenance of expert knowledge on specific products, pricing, application procedure, processing and timelines in order to drive and achieve relevant product and service targets
• Ensure all communications with clients are professional, resulting in compliments
• Provision of an efficient administration service through careful and timeous planning, reporting and updating of all related information
• Comply with governance in terms of legislative and audit requirements
• Ensure efficiency of service productivity and performance in Call Centre
• Ensure that all issues or feedback arising out of client contact be accurately recorded on the CRM system
• Continuously updates the customer information system
• Report on required Call Centre activities and deliveries to improve business results

Requisites

• Grade 12, Relevant Certificate or Diploma
• 1 Year related experience
• Demonstrated verbal communication skills, good computer skills and technical affinity
• Product knowledge and systems knowledge

Notes

• Only shortlisted applicants will be contacted