Isixhosa Speaking Customer Service Agent

4 months ago

Cape Town, South Africa Surgo HR & Training Full time

Our client based in Century City is seeking isiXhosa speaking customer service agent.

The key objective of the role is to identify and understand customer needs, delivering a first class customer service to increase the profitability of the business while remaining committed to treating customers fairly. Speaking directly with clients via an inbound line and provide responses to general contract and transactional inquiries.

**Experience**:
Minimum of 6 months inbound call centre experience

Customer service experience

Administration experience

Experience in healthcare, insurance, financial or administration industry and knowledge of relevant legislative environment is highly desirable (advantageous)

**Requirements**:
Passed Grade 12

Fluent in isiXhosa (Read, Write, Speak)

Fluent in English (Read, Write, Speak)

Clear Criminal Record

Available immediately

**Key responsibilities may include but are not limited to**:
Answer call and respond to customer requests

Provide customers with product and service information

Identify, research, and resolve customer issues using the in-house operating system

Complete call logs and reports

Assisting irate members and escalate when required to senior agents/team leader

Ensure own productivity levels are maintained and quality standards are met at all times

Performing daily administrative functions and accurately capturing required information to various CRM systems

Adhere to and support Company policies and practices

Ensure that cases are reviewed and actioned

Monitor Average Handling Time in line with standards

Adhere to work schedule / occupancy and monitoring work flow

Ensure that SLA is adhered to and cases to be completed in agreed SLA times

Maintain customer quality according to set standards and business process

Ensure full compliance to business process, legislation and standard operating processes

**Critical Skills/ Competencies**:
Excellent communicator with all levels in an organisation (verbal and written)

Solution Driven

Excellent Problem solving and Accuracy skills

Self-starter, motivated, takes initiative and can work independently

Confident in operating in a dynamic environment

Flexibility and agility

Resilient mind-set

Ability to adapt to different situations as they arise (adaptive thinking)

Ability to operate in a team environment

Ability to prioritise deliverable and work load accordingly (good organisational skills)

**Salary and working hours**:
The salary R8000

Monday to Friday 08:00 to 17:00

Every second Saturday 08:00 till 12:00

**Office Location**:
Century City

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