Inbound Call Centre Agent

1 day ago

Johannesburg, South Africa F & G Sourcing Specialist Full time

Our insurance client is seeking a **Contact Centre Agent** to join their team in Bedfordview, Johannesburg.

**This position is 90% remote.**

**Working Hours: 3pm to 9pm**

The Contact Centre Agent will be answering inbound or internally transferred telephone calls, evaluate the caller’s assistance needs, take ownership of the problem and co-ordinate an appropriate solution to the problem presented using either internal or external resources.

**Requirements**:

- Minimum Grade 12 or equivalent NQF level 4
- Excellent communication skills in English
- Experience as a contact centre agent for the geyser division
- In-bound experience within an insurance company
- Computer Literacy

**Key Responsibilities**:

- Ensure continuity of service delivery by answering all incoming calls timeously and professionally as per agreed protocols and contractual agreements.
- Effective and professional call attendance
- Analyse the nature of assistance requested or further action required
- Log all the relevant details accurately and complete all relevant fields on the required system based on the client’s request and information
- Log all calls accurately via the in-house system other platforms used e.g., WhatsApp.
- Identify, implement, and coordinate appropriate solutions
- Summarize and collate claim related communications in the case register
- Immediately act upon any omissions or service failures identified during the claim management.
- Escalate possible complaints to the Supervisor, Manager without delay
- Manage expectations by communicating the workflow effectively
- Warm transfer caller to emergency services with no delay

**Salary**: R10 000 - R15 000 per Month

**Salary**: R10,000.00 - R15,000.00 per month

**Experience**:

- contact centre agent for the geyser division: 1 year (required)
- working in insurance company: 1 year (required)

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