Call Centre Service Agent
5 hours ago
**Call Centre Service Agent**
**COMPANY DESCRIPTION**
A vacancy for a Call Centre Service Agent exists within a reputable and well-known multinational corporation. The successful individual will be required to work on-site at the call centre in Port Elizabeth. Product training will be given. A demonstrated history as a call centre service agent is a requirement.
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**MAIN OBJECTIVE OF THE ROLE**:
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**ROLES AND RESPONSIBILITIES**:
The role of the Call Centre Service Agent reports to the Team Leader Call Centre Department and the responsibilities includes but are not limited to the following:
**INTERNAL PROCESS**
- Engage with clients and/or intermediaries in a professional manner to resolve all client queries within the Service Level Agreement and quality standards.
- Take ownership of complaints and ensure they are resolved timeously and effectively.
- Provide clients with the relevant information and documentation as required in line with policy guidelines.
- Capture and update client information on relevant system/s, based on data received from the client.
- Accurately complete all administrative and reporting requirements within agreed timeframes.
- Adhere to legislative/ compliance requirements in the service process.
- Identify and report process and system failures and enhancements to improve client experience.
**CLIENT**
- Investigate client queries within the agreed service level and ensure that client receives timeous feedback.
- Escalate client queries to the relevant department or stakeholder.
- Provide accurate information and advice to clients and stakeholders in order to ensure that the client receives the appropriate after sales service.
- Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets.
- Provide authoritative, expertise and advice to clients and stakeholders.
- Build and maintain relationships with clients and internal and external stakeholders.
- Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.
- Make recommendations to improve client service and fair treatment of clients within area of responsibility.
- Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.
**EXPERIENCE AND QUALIFICATIONS**:
- MS Office Suite proficiency.
- A business-related qualification (preferred).
- 2 - 3 Years' experience in a call centre or client service environment with proven knowledge of customer service principles and practices would be an advantage.
- **Language proficiency in Afrikaans (first language) and English (essential).**:
- A driving license would be an advantage.
- SA ID Number holder with a clean criminal history.
**COMPETENCIES**:
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- Verbal and written communication
- Service orientation
- Problem solving
- Detail-oriented
- Prioritisation
- Teamwork and collaboration
- Adaptability
- Display initiative
**REMUNERATION AND BENEFITS**
- Earliest commencement date: Position is currently available.
Location: Port Elizabeth, Eastern Cape
Profile: Customer Service (Healthcare)
Career Level: 2 - 3 Years’
Employment: Permanent, full-time
E.E. / Non-EE: Strictly equity (Afrikaans speaking)
Working Hours: Monday to Friday, 08h00 to 16h30 (30min lunch)
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- Short-listed applicants will be required to complete and pass an assessment._
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