Call Centre Agent

3 weeks ago

Pretoria, South Africa Numeral Financial Services Group Full time

_Are you all about client services and addressing customer concerns? Are you NCR & NCA compliant with the ability to meet deadlines? Do you love working with people and ensuring they feel heard? Then you are our CALL CENTRE AGENT.- This role plays an integral part in our team, as you are the first point of call between our customers and the Company. Therefore setting the tone for customer satisfaction.**Great, so who is a good fit?**
A specialist who is an expert in communication and who displays a high degree of emotional intelligence. Responsible for the relationship between the Company and the Client, as well as someone who has amazing organisation and timekeeping skills. You are self-motivated and self-driven with an unwavering ability to continuously learn and improve.

**You may be wondering, what does the duties include?**
- Obtains client information by answering telephone calls; interviewing clients; verifying information.
- Informs clients by explaining procedures; answering questions; providing information.
- Maintains communication equipment by reporting problems.
- Review customers credit profiles.
- Affordability regulations functioning within the NCR & the NCA.
- Sell products and place customer orders in the computer system
- Sell products and place customer orders in the computer system.
- Answer inbound calls in a timely and friendly manner.
- Evaluate problems and complaints of the callers and provide proper solutions to them.
- Respond to the needs of customers and provide personalized service.
- Provide information on the company’s products or services and generate interest in the offer.
- Upsell products and services.
- Research needed information using available resources.
- Route calls to other team members whenever needed.
- Make relevant notes from customer interactions.
- Identify any issues that customers might be struggling with.
- Report on customer feedback.
- Complete call logs and reports.
- Manage & update customer databases.
- Follow-up on customer calls.
- Boost customer loyalty by offering a proper experience over the phone.

**Are there any specific skills and attributes required?**
- Ability to build strong relationships.
- Effectively identify problems as soon as they arise.
- Analysis of stumbling blocks to find positive solutions.
- Ability to develop alternative solutions to common issues.
- Identify critical factors which will affect certain outcomes.
- Accurately evaluate options and establish priorities.
- Anticipate outcomes and identify consequences.
- Reason well in contexts requiring quantitative analysis.
- Open and honest communication regarding products.
- Actively listen to others to determine approach to be taken.
- Ability to persuade individuals so as to see reason.
- Successful creation and implementation of negotiation strategy.
- Ability to interact comfortably with a diverse group of people.
- Ability to show empathy and an active listener.
- Excellent verbal and written communication.
- Ability to provide concise and relevant information.
- Ability to provide advice when needed.
- Effectively communicate when issues arise.
- Ability to work alongside team to achieve a common goal.
- Be mutually accountable for all projects taken on.
- Communicate openly and honestly with rest of team.
- Ability to encourage differences and opinions.
- Ability to perform tasks in an organised manner.
- Set personal goals and ensure the achievement thereof.

**Take a look at the what the requirements for this amazing job is**
- Matric.
- 1 year call centre experience.
- Micro Finance background beneficial.
- NCR & NCA compliant.
- Technical Proficiency and Understanding in/of Products/Services.
- Computer literate.
- Good oral and written communication abilities.
- Familiar with telephone and computer technology.
- Knowledge Retention and Recall.

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