Contact Centre Agent

2 weeks ago


Randburg, South Africa iSON Xperiences Full time

**Customer Service  **Verification Agents**

**Based in Randburg**

**Shifts between 09:00 am
- 19:00 pm**

**Working from Monday to SundayÂ**

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**OVERALL PURPOSE OF JOB**:
Process customer service and technical service enquiries through inbound calls and provide end-to-end service.

**Main Responsibilities will include but will not be limited to**:

- Must be able to communicate with customers professionally and articulately.
- Must be able to present benefits/opportunities of the sales or service in an effective manner.
- Identify and respond to the customer needs from all demographics, delivering a high quality, professional service to these customers.
- Exercise appropriate soft skills when dealing with difficult customers.
- Ensure correct listening skills and probing techniques are used to establish relevant information.
- Be able to effectively communicate with the team leader and team members.
- To ensure that every day query is logged accordingly.
- Ensure that customers are informed as to the progress of queries logged but not resolved.
- Ensure that the customers are called and the resolution is confirmed before queries are closed.
- Ensure that progress of every query logged is monitored until resolution.

**OTHER FEATURES OF THE JOB** (e.g., location, travelling, shift hours, etc.):

- ** Willing to work shifts (ranging from 09h00 to 19h00)**:

- ** Willing to work a six day work week**:

- Own vehicle or reliable transport

**KNOWLEDGE AND SKILLS**:

- Good communication skills verbally and written in English.
- Must be able to display proven computer literacy
- Able to work under pressure- Goal driven
- Ability to work with little supervision
- Contact Centre skills training
- Call handling skills
- Telephone etiquette skills
- Understanding of website navigation functionalities, technology savvy
- 6 months experience in an Outbound sales Contact Centre environment;
**EDUCATION, QUALIFICATIONS, EXPERIENCE NECESSARY**:

- Grade 12
- At least 2 years' relevant experience, preferably in Banking / financial industry

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**MUST HAVE GRADE 12**

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