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Contact Centre Agent
2 weeks ago
A managed care company based in Cape Town is recruiting for a professional, motivated and well-spoken Contact Centre Agent to fill this vacancy.
**Job Purpose**:
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.
**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
Manage zero financial risk in terms of agent errors and/or authorisations (zero errors)
**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)
**Experience**:
Minimum of 18 to 24 months inbound call centre experience
Customer service experience
Administration experience
Experience in healthcare, insurance, financial or administration industry & knowledge of relevant legislative environment is highly desirable (advantageous)
**Education and Applicable Systems**:
Grade 12
Formal Call Centre Qualifications (advantageous)
Fluent in English, Afrikaans, Xhosa and Zulu
**Salary**: R9,500 - R10,000 pm CTC based on level of experience
**Working hours**: 08h00 - 17h00, Monday to Friday
**Location**: Century City
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