Call Centre Agent

3 weeks ago

Durban, South Africa Kura (SA) Full time

Kura are looking for an experienced **Customer Service Advisor - Gas and Electric campaign** to join our team in Mount Edgecombe

As the UK’s largest independent outsourcing company, we create opportunities for development and progression throughout our business. We offer an industry leading salary and benefits package, a well-developed recognition programme, and loyalty awards for tenure.

Our unique approach to coaching and learning has been designed in line with our vision to be Unrivalled in Developing People, and we work with every person in our business to provide opportunities that meet their personal needs and objectives.

We value diversity in our business and unite our people under our shared values:
Vulnerability: We bring our true selves to work.
Curiosity: We ask questions.
Learning We seek feedback.
Courage: We call it out in the moment.
Accountability: We know it's always down to us.

Our values determine how we work together and reach our goal of helping people #CrossTheBridge--that is, go from focusing on the "things and stuff" of business to People and Behaviours. We believe that by developing our people, we know they'll reach their goals.

Kura: It's about people

**PURPOSE OF JOB**

To contact customers and provide telecommunication services. To deal with complains and handle queries.

**KEY RESPONSIBILITIES**
- Promptly respond to customers in an enthusiastic, courteous and efficient manner, using advanced communication skills to control a call, listen and target the objective of the individual customer
- Efficiently complete customer requests and provide accurate information, always ensuring the highest level of customer care is provided.
- Handle and manage customer complaints from start to resolution, ensuring the customer is at the forefront of all you do.
- Obtains client information by answering telephone calls; interviewing clients; verifying information
- Follow up on customer calls and provide feedback where necessary
- Upsell products and services when applicable
- Maintain efficiency and productivity by meeting and exceeding daily targets and monthly targets
- Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures
- Ensure data accuracy by following verification procedures such as repeating and confirming the necessary customer information (DPA)
- Accurate dispositioning of calls
- Updates job knowledge by studying new product descriptions; participating in educational opportunities
- Maintains communication equipment by reporting problems
- Positive engagement with Team Leader and colleagues

**2.1 EDUCATION AND QUALIFICATIONS**
- Minimum 6 months experience in a UK or Australian call centre customer services environment
- Experience in objection handling

**SKILLS, KNOWLEDGE AND CAPABILITY**

**Essential**
- **Detail orientation**: You pay attention to detail in order to produce high quality output, no matter what the pressures
- **Flexibility**: You remain adaptable and flexible in the face of unfamiliar or changing situations
- **Enthusiasm**: You demonstrate passion and energy when communicating goals, beliefs, interests or ideas
- **Initiative**: You take independent action to make things happen and achieve goals
- Positive attitude to work
- Professional
- Presentable in appearance
- Ability to listen to understand
- Friendly and polite
- Approachable
- Self-driven

Pay: R6,000.00 per month

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