Call Centre Agent
1 week ago
**1. Job Summary**:
Manage emergency and routine telephone calls from clients across different product ranges.
2. Key Performance Areas
- Manage Emergency calls
- Find solutions to uncommon problems
- Perform administrative duties
**3. Key Tasks**:
**Manage Emergency Calls**
- Operate a multi-line telephone console and alert system
- Obtain pertinent information necessary to the dispatch process
- Use the network to exchange information with other law enforcement and/or emergency response units
**Find Solutions to uncommon problems**
- Perform emergency medical dispatch and crisis intervention services.
- Determine the level of priority of calls and enter information into computer-aided dispatch system
**Perform administrative duties**
- Maintain accurate records on each request for assistance.
- Any other relevant instructions pertaining to the department and issued by the Manager
**4. Qualification**
- Matric
- **BBA/First Aid level 3**:
- National Certificate in Emergency Care (Desirable)
**5. Experience**
- 2 years’ experience in an Emergency Contact Centre
- Customer Care experience
- Experience in working in shifts
**6. Skills and Knowledge**
- Excellent Computer skills
- Understand basic dispatch codes, as well as standard abbreviations
- Excellent communication skills
- Good organising skills
- Time management skills
- Problem solving skills
- Able to prioritise a large volume of calls
- Maintain patience and efficiency
- Active listener
- Ability to work under stressful situations
- Responsible
- Accountable
- Honest, hardworking and humble
Pay: Up to R13 000,00 per month
**Experience**:
- Cold calling: 1 year (preferred)
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