Inbound Call Centre Agent
2 weeks ago
An established and well known financial institution based in Bellville, has an opportunity available for an experienced individual that specializes in call centre calls. Great opportunity to join this fast-paced team with your excellent communication skills in both English and Afrikaans and add value to the smooth running of their call centre enquiries. They are looking for a technical strong individual with a minimum of 2 - 3 years’ experience to come in and hit the ground running.
As an call centre operator, you will be responsible for answering incoming calls from clients, providing assistance, and resolving queries in a professional and timely manner. The successful applicant would need to be professional, proactive, dedicated, and meticulous
You will be responsible for:
Answer incoming calls from customers and respond to their queries in a professional and courteous manner
Provide accurate information about the products and services to customers
Identify and escalate priority issues to the appropriate channels for resolution
Ensure all customer interactions are logged and documented accurately
Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
Seize opportunities to upsell products when they arise
Build sustainable relationships and engage customers by taking the extra mile
Keep records of all conversations in our call center database in a comprehensible way
Identify and escalate issues to supervisors
Provide product and service information to customers
Research required information using available resources
Route calls to appropriate resources
Recognize, document, and alert the management team of trends in customer calls
Follow up customer calls where necessary
Meet individual and team performance targets and key performance indicators
Continuously update product and service knowledge to stay current with industry trends
**Education**:
Matric
Diploma / Certificate
Highly Computer Literate (MS Office)
Experience from the financial call centre industry will be adv.
Basic salary on offer with benefits (medical aid & retirement fund)
**Skills**:
Fully bilingual -English and Afrikaans with good communication and interpersonal skills (public relations)
Solid written and verbal communication skills
Customer service attitude
Ability to handle a high volume of calls and multitask effectively.
Good problem-solving skills and ability to think on your feet.
Strong customer service orientation
Self-motivated and results driven
Professional personal presentation
Ability to multi-task
Ability to work under pressure
**Job Types**: Full-time, Permanent
**Salary**: R13,000.00 - R15,000.00 per month
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