Junior Contact Centre Agent
6 months ago
**THE JOB AT A GLANCE**
**WHAT WILL YOU DO?**
- Maintain desk SLA through adherence to schedules, defined processes and workplan
- Follow-up 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
- Data-entry 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
- Data-entry experience and good typing skills
- Experience in Contact Centre telephony and technology
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