Call Center Agent

4 weeks ago

Johannesburg, South Africa Zensar Technologies Full time

Call Centre Agent - Employee Benefits Administrator expeirence must

3 to 15 Years

Looking for a workplace where people realize their full potential, are recognized for the impact they make, and enjoy the company of the peers they work with? Welcome to Zensar Read on for more details on the role and about us.

What's this role about?

To be able to play the role of Contact Centre Agent working with different client stakeholders and should be able to engage and provide consulting service IT and business owners of the client. While working as a SPOC for the client stakeholders, this role requires extensive coordination and collaboration with internal account and practice teams.

Here's how you'll contribute:
Collaborate with business and technology client stakeholders to understand their goals and identify opportunities

Understands the technology roadmaps and strategies of different client tracks that align with the business goals and provide thought leadership and guidance on technology solutions to support the organizations and client growth and efficiency.

Closely work with the teams (delivery as well different practice teams) to collaborate for the different client initiatives.

Maintain up-to-date knowledge of industry trends, emerging technologies, and vendor solutions to effectively evaluate and recommend new and emerging technologies that can enhance the organization's capabilities leading to increased opportunities with the clients

Role : Call Centre Agent - Employee Benefits Administrator expeirence must

Location : Johannesburg

Duration : 12 Months renewal contract

**Skills required to contribute**:

- provide callers with a first-time resolution to queries in order to provide quality service within the required SLA framework, business rules and regulatory requirements through the execution of predefined objectives as per agreed SOPs. Process
- Adhere to prescribed timekeeping standards at all times and attempt to improve own standards continuously.
- Align and integrate own administrative support tasks and activities in accordance to required response time, quality and service delivery standards.
- Respond promptly to call centre calls in a professional manner, ensuring an excellent and accurate client service in enhancing organisation reputation.
- Accountable for own work quality, standards and outputs related to policies, procedures and defined processes.
- Plan for task execution and adjust priorities against an established plan.

Minimum Experience
- Education and Training Certificate (FETC) Level 04] in Consumer Services
- 1 - 2 years' experience in a similar environment

Knowledge
- Liaise and interact with customers via approved communication channels in a positive and helpful manner.
- Resolve client queries and escalate problematic queries to the correct level to ensure prompt and effective resolution, enhancing the client experience.
- Executes activities to ensure customer service delivery that meets or exceeds customer expectations aligned to Treating the Customer Fairly (TCF) principles.
- Adhere to specified standards, policies, and procedures to prevent potential losses/wastage. Learning and Growth
- Contribute positively to own area-specific knowledge improvement. Governance
- Comply to set governance and compliance procedures and processes related to an area of work and continuously identify, rectify, and escalate risks where necessary.
- Technical Competencies
- Product and/or Service Knowledge (Basic)
- Call reporting (Basic)
- Handling Difficult Calls (Intermediate)
- Inbound Phone Statistics (Basic)
- Query resolution (Intermediate)
- Customer Relationship Management (Basic) Behavioural Competencies
- Customer Orientation (Basic)
- Customer service orientation (Basic)
- Organisation and Attention to Detail (Basic)
- Interpersonal Effectiveness (Basic)
- Teamwork and Cooperation (Basic)
- Problem Solving and Analysis (Basic)
- Communicating with Impact (Basic)

Advantage Zensar

We are a digital solutions and technology services company that partners with global organizations across industries to achieve digital transformation. With a strong track record of innovation, investment in digital solutions, and commitment to client success, at Zensar, you can help clients achieve new thresholds of performance. A subsidiary of RPG Group, Zensar has its HQ in India, and offices across the world, including Mexico, South Africa, UK and USA.

Zensar is all about celebrating individuality, creativity, innovation, and flexibility. We hire based on values, talent, and the potential necessary to fill a given job profile, irrespective of nationality, sexuality, race, color, and creed. We also put in policies to empower this assorted talent pool with the right environment for growth.

At Zensar, you Grow, Own, Achieve, Learn.

Learn more about our culture:
**Ready to #ExperienceZensar?**

Be sure to have your resume handy

**Experience**:

- Call Center Agent: 3 years (required)
- Clai

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