Call Centre Agent

2 weeks ago

Cape Town, South Africa care force Full time

**Description**:
Our client, a managed care organization is looking for a Call Centre Agent to be based in their Cape Town office. This is an equal opportunity organization with various businesses and/ or subsidiaries that service clients in the medical scheme and insurance industries.

**Job Title**:Call Center Agent

**Department**:Customer Support

**Location**:Cape Town, South Africa (In-office)

(Monday to Friday:7h00 to 19h00; Saturday 8h00 to 15h00; Sunday 9h00 to 13h00)

(Overtime is required on Public Holidays and paid over and above)

**Contract Type**:Fixed Term Contract for period of 12 months (with possibility of becoming permanent thereafter)

**Effective date**:1 December 2023

**Job Summary**:
**Key Responsibilities**:
**App Support**:
Guide customers through the process of downloading and using our medical aid app.

Troubleshoot technical issues and provide effective solutions in a clear and concise manner.

**Multilingual Support**:
Communicate effectively in English and at least one additional language. Zulu, Xhosa, Afrikaans, Sesotho or Setswana will be advantageous, but other South African languages are also welcomed.

Assist a diverse range of customers in their preferred language.

**Empathetic Customer Assistance**:
Effectively dealing with client queries and complaints

Listen actively and empathetically to customer concerns and assist with relevant guidance to persons seeking/ needing primary healthcare services.

Provide clear and supportive explanations tailored to the customer's understanding.

**Problem Solving**:
Analyze customer issues and find effective solutions while demonstrating patience and understanding.

Escalate complex technical or medical inquiries to specialised teams, as necessary.

**Documentation**:
Maintain accurate and detailed records of customer interactions and solutions provided.

**Tech-savvy Approach**:
Assist customers in navigating the app's features and functionalities.

**Qualifications**:

- Minimum education: Grade 12 (Matric) (South African equivalent). University and Diploma Grade preferred.
- Fluency in English and at least one additional language from Zulu, Xhosa, Afrikaans, Sesotho, or Setswana.
- Excellent computer literacy and the ability to adapt to new technologies quickly.
- Previous customer service experience, preferably in a call center environment. Experience in the on-line sales or insurance industry will be advantageous.

**Personal Attributes**:

- Exceptional communication skills with the ability to communicate complex information in a simple and understandable manner.
- Empathetic and patient listener, with a genuine desire to help customers.
- Adaptability and a positive attitude in a fast-paced and evolving work environment.

**On Offer**:
CTC of ZAR 14 000 to 18 000 (includes performance incentive)

Training and development opportunities.

Medical Scheme and Employee Wellness programme.

A supportive and inclusive work environment that values diversity and teamwork.

**Job Type**: Temp to perm
Contract length: 12 months

**Salary**: R14,000.00 - R18,000.00 per month

Ability to commute/relocate:

- Cape Town, Western Cape: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- Medical Aid: 5 years (required)

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