Contact Centre Agent

5 months ago

Cape Town, South Africa Surgo HR & Training Full time

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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