Call Centre Administrator X5

6 months ago

Midrand, South Africa Blue Label Telecoms Full time

**JOB PURPOSE**

**RESPONSIBILITIES**

**Administration Responsibilities**
- Handling and logging of all first line customer and stakeholder enquiries on the predefined systems
- Initiate outbound phone calls to customers utilizing provided leads or answers and responds to incoming calls
- Utilize multiple software systems efficiently to access customer information, update records, and maintain processes
- Demonstrate excellent written and verbal communication skills to effectively engage with customers and convey product information
- Maintains positive attitude consisting of cooperation, self-motivation, courtesy, and professionalism
- Display soft skills, such as empathy and active listening, to build rapport and establish trust with customers during interactions
- Meet or exceed mandated timelines and comply with turnaround time, productivity, and quality standards set by the company
- Respond to enquiries and queries (prioritizing as appropriate), investigate problems, and develop remedial plans to resolve problems within acceptable time parameters
- Conduct retention conversations with customers over the phone, highlighting product features, benefits, and upselling opportunities
- Escalate incidents and problems as appropriate to enhance timeous resolution
- Follow up with customers, providing feedback, guidance and information to clients and service providers

**Customer Service**
- To offer excellent customer service to all internal and external customers
- To display a customer orientation
- To embody the “customer is king” philosophy

**Collaboration**
- The ability to work in conjunction with other internal and external parties towards the achievement of a common goal.

**Operational Compliance**
- Follow a straightforward mandatory procedure to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct

**BEHAVIOURAL COMPETENCIES**
- Communicates Effectively
- Customer Focus
- Ensures Accountability
- Being Resilient
- Interpersonal Savvy
- Action Oriented
- Optimizes Work Processes
- Situational Adaptability
- Demonstrates Self-Awareness
- Plans and Aligns

**SKILLS**
- Navigates Customer Challenges
- Verbal Communication
- Customer-Focused Approach
- Manages Resistance
- Understands Customer Needs
- Adaptive Mindset
- Policy and procedures

**EDUCATION**
- Matric

**EXPERIENCE**
- 1 - 2 years’ experience in an in/outbound Contact Centre
- 6 months or more experience in a customer service role
- Contact Centre Operational Skills
- Strong team player with excellent verbal and written communication skills
- Demonstrated organizational skills, including the ability to multitask, prioritize tasks, and follow up promptly
- Flexibility to work a varied and adaptable schedule as required
- Exceptional customer service skills, with a focus on active listening, clear verbal and written communication, and maintaining a professional telephone demeanour
- Basic understanding of company products, services, and policies
- PC literacy with a solid understanding of basic computer functions and software usage
- Capability to ask probing questions and effectively diffuse tense situations with customers
- Strong time management and decision-making abilities to prioritize tasks effectively

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