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Roadcover : Contact Centre Agent

3 months ago

Randburg, Gauteng, South Africa iSON Xperiences Full time

The Agent is responsible to
effectively assist customers with general and specific queries, handling complaints by providing a
consistent standard of service and compliance and to troubleshoot problems relating to our service offering.


The Agent is required to provide accurate information to the customer by
speaking to customers and listening to them to gain a better understanding of their needs and that ensure that
unresolved calls are escalated to the correct internal stakeholders.


  • Outbound:
  • Making calls to clients for purposes of sales, payments, updates, offers or renewals or other issues related to our services
  • Responding and listening efficiently and accurately to clients, explaining possible solutions and ensuring that clients feel supported and valued
  • Be attentive to client's mood and perception
  • Strong ability to sell and persuade clients in a nonaggressive, yet assertive manner
  • Ensure high conversion ratios
  • General:
  • Engaging in active listening with callers by confirming or clarifying information and diffusing angry clients, as needed
  • Building lasting relationships with clients and Contact Centre team based on trust and reliability
  • Understanding and striving to meet or exceed our Contact Centre metrics while providing excellent customer service
  • Be professional and polite always
  • Taking part in training and other learning opportunities to expand knowledge of BPO and the Agent role
  • Adhering to Isonxperiences policies and procedures
  • Escalating customer queries and/or faults that cannot be concluded on first contact, as required
  • Ensuring that customer details are captured accurately
  • Providing relevant information to ensure First Call Resolution
  • Maximizing the overall customer experience in line with Isonxperiences strategic objectives in conjunction with the Team Leader
  • Minimum matric or NQF equivalent
  • Minimum of 1 year working experience preferred