Junior Contact Centre Agent

2 weeks ago


Parktown North, Gauteng, South Africa Rand Mutual Assurance Full time

THE JOB AT A GLANCE

WHAT WILL YOU DO?

  • Maintain desk SLA through adherence to schedules, defined processes and workplan
  • Followup on customer calls where necessary
  • Document all call information according to standard operating procedures
  • Complete call logs and issue reference numbers to customers
  • Manage and resolve customer complaints
  • Provide customers with accurate product and service information in an efficient manner
  • Verify/authenticate client details
  • Adhere to compliance and regulatory requirements
  • Research required information using available resources
  • Update existing customer personal information

Identification, escalation and/or referral of queries:

  • Identify and escalate priority issues
  • Identify and escalate/refer queries/calls to the relevant department for action
  • Route calls to appropriate resource.

System assistance:

  • Assist clients with any system related queries (i.e. navigation issues, system defects/error/account locked etc.) and refer where necessary
  • Assist clients with how to upload documents onto the system
  • Assist with password reset queries for online services
  • Assisting clients with how to navigate through the online portal, register for online service and how to submit their declaration of earnings.

Ad hoc workflow assistance:

  • Support the Contact Centre team by providing any assistance on client queries as and when necessary.

WHAT WILL YOU GET IN RETURN?
We offer great opportunities for personal and professional development in a stable company that's 128 years strong. The role comes with a competitive salary package and various benefits. Furthermore, you will be a part of a dedicated group of colleagues who value teamwork and collaboration.

Turnaround time

Closing date: 18th April 2024

Our Commitment to transformation:

WHAT YOU'LL BRING TO THE TABLE?

  • Grade 12/Matric Certificate (required)
  • 1 year in a Contact Centre environment in a customer service role.
  • Experience in medical aid or insurance servicing (added advantage)


Computer literate
  • Intermediate MS Office Suite
  • Knowledge of customer service principles and practices
  • Dataentry experience and good typing skills
  • Experience in Contact Centre telephony and technology


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