Contact Centre Agent

4 days ago

Johannesburg, South Africa Rand Mutual Assurance Full time

**THE JOB AT A GLANCE**

**WHAT WILL YOU DO?**
- Maintain desk SLA through adherence to schedules, defined processes and workplan
- Follow-up on customer calls where necessary
- Document all call information according to standard operating procedures
- Complete call logs and issue reference numbers to customers
- Manage and resolve customer complaints
- Provide customers with accurate product and service information in an efficient manner
- Verify/authenticate client details
- Adhere to compliance and regulatory requirements
- Research required information using available resources
- Update existing customer personal information

**Identification, escalation and/or referral of queries**:

- Identify and escalate priority issues
- Identify and escalate/refer queries/calls to the relevant department for action
- Route calls to appropriate resource.

**System assistance**:

- Assist MSPs and employers with any system related queries (i.e. navigation issues, system defects/error/account locked etc.) and refer where necessary
- Assist MSPs with how to upload documents onto the system
- Assist with password reset queries for online services
- Assisting employers and MSPs with how to navigate through the online portal, register for online service and how to submit their declaration of earnings.

**Ad hoc workflow assistance**:

- Support the contact centre team by providing any assistance on MSP and employer related queries as and when necessary.

**WHAT YOU'LL BRING TO THE TABLE?**
- Grade 12 (required)
- Diploma in Office Administration/Secretarial (Added advantage)
- 1 Year in a Customer Services role in a client services, medical aid or insurance environment (telephonic or face to face)
- Computer literate - Intermediate MS Office Suite
- Knowledge of customer service principles and practices
- Data-entry experience and good typing skills
- Experience in Call centre telephony and technology (added advantage).

**WHAT WILL YOU GET IN RETURN?**

We offer great opportunities for personal and professional development in a stable company that’s 128 years strong. The role comes with a competitive salary package and various benefits. Flexible work arrangements (combination of remote and in the office). Furthermore, you will be a part of a dedicated group of colleagues who value teamwork and collaboration.

**Turnaround time**

**Closing date**:
**Our Commitment to transformation**:

- Grade 12 (required)
- Diploma in Office Administration/Secretarial (Added advantage)
- 1 Year in a Customer Services role in a client services, medical aid or insurance environment (telephonic or face to face)
- Computer literate - Intermediate MS Office Suite
- Knowledge of customer service principles and practices
- Data-entry experience and good typing skills
- Experience in Call centre telephony and technology (added advantage).

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