Roadcover : Contact Centre Agent

3 weeks ago

Randburg, South Africa iSON Xperiences Full time

The Agent is responsible to **effectively assist customers** with general and specific queries, handling complaints by providing a **consistent standard of service and compliance** and to troubleshoot problems relating to our service offering.

The Agent is required to provide accurate information to the customer  by **speaking to customers and listening to them** to gain a better understanding of their needs and that ensure that **unresolved calls are escalated** to the correct internal stakeholders.
- Outbound:

- Making calls to clients for purposes of sales, payments, updates, offers or renewals or other issues related to our services
- Responding and listening efficiently and accurately to clients, explaining possible solutions and ensuring that clients feel supported and valued
- Be attentive to client's mood and perception
- Strong ability to sell and persuade clients in a non-aggressive, yet assertive manner
- Ensure high conversion ratios
- General:

- Engaging in active listening with callers by confirming or clarifying information and diffusing angry clients, as needed
- Building lasting relationships with clients and Contact Centre team based on trust and reliability
- Understanding and striving to meet or exceed our Contact Centre metrics while providing excellent customer service
- Be professional and polite always
- Taking part in training and other learning opportunities to expand knowledge of BPO and the Agent role
- Adhering to Isonxperiences policies and procedures
- Escalating customer queries and/or faults that cannot be concluded on first contact, as required
- Ensuring that customer details are captured accurately
- Providing relevant information to ensure First Call Resolution
- Maximizing the overall customer experience in line with Isonxperiences strategic objectives in conjunction with the Team Leader
- Minimum matric or NQF equivalent
- Minimum of 1 year working experience preferred

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