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Junior Contact Centre Agent
2 weeks ago
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 YOU'LL BRING TO THE TABLE?
- Grade 12 (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
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:
Our Commitment to transformation:
- Grade 12 (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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