Call Centre Service Agent

2 weeks ago

Centurion, Gauteng, South Africa Hire Power Full time
The hiring organsiation is a multinational corporation in the Healthcare Management sector.
Two x 3 month fixed term contracts for
Zulu/English-speaking Call Centre Service Agents exist in the
Centurion team. The role is 100% office based.

ROLES AND RESPONSIBILITIES:

Reporting to the Team Leader performance areas include, but are not limited to:

INTERNAL PROCESS:

  • Engage with clients and/or intermediaries in a professional manner to resolve all client queries within the Service Level Agreement and quality standards.
  • Take ownership of complaints and ensure they are resolved timeously and effectively.
  • Provide clients with the relevant information and documentation as required in line with policy guidelines.
  • Capture and update client information on relevant system/s, based on data received from the client.
  • Accurately complete all administrative and reporting requirements within agreed timeframes.
  • Adhere to legislative / compliance requirements in the service process.
  • Identify and report process and system failures and enhancements to improve client experience.

CLIENT:

  • Investigate client queries within the agreed service level and ensure that client receives timeous feedback.
  • Escalate client queries to the relevant department or stakeholder.
  • Provide accurate information and advice to clients and stakeholders in order to ensure that the client receives the appropriate after sales services.
  • Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets.
  • Provide authoritative, expertise and advice to clients and stakeholders.
  • Build and maintain relationships with clients and internal and external stakeholders.
  • Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.
  • Make recommendations to improve client service and fair treatment of clients within area of responsibility.
  • Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.

QUALIFICATIONS AND EXPERIENCE:

  • Relevant businessrelated qualification is advantageous.
  • Must have technical knowledge or the ability to absorb technical knowledge.
  • Computer literate, MS Office 365 proficiency.
-
- 2 Years' experience in a call centre or client service environment with proven knowledge of customer service principles and practices

  • Previous working experience in the medical scheme industry is preferred.
  • Fluent in
    English AND isiZulu, essential. (isiXhosa and Sotho highly advantageous).
  • Open to SA citizens with a clear criminal and credit history.
  • Valid unendorsed Driver's License, with own vehicle (preferred).

IMPORTANT ATTRIBUTES

  • Must possess an ownership mentality and a willingness to take responsibility for tasks through to completion.
  • Attention to detail, goal orientated and a desire to achieve your objectives.
  • Highly organised, good at multitasking and able to deal with people at all levels.
  • Verbal and written communication
  • Service orientation
  • Problem solving
  • Detailoriented
  • Prioritisation
  • Teamwork and collaboration
  • Adaptability

Location:
Centurion

Profile:
Healthcare and Medical

Career Level: 1-2 years.

Employment:
Temp (April

  • June 2024)
E

E / Non-EE:
Strictly EE (African Male and Female, in accordance with the Employment Equity Plan)

Working Hours:
Monday to Friday, 08H00 - 17H00.

Remuneration:
Market related basic.

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