Call Centre Agent

4 days ago

Johannesburg, South Africa Tailormade Solution Full time

**Duties and Responsibilities**:
The role of the call centre agent is to be the primary contact for the clients that are allocated to him/her. Conduct outbound calls from a set list and gather information to assist clients in terms of customer satisfaction. Action all customer requests within span of control. Adhere to scripts and action/update system. Work under supervision of the call centre supervisor.
Makes calls to customers from a set list
Ensure that all calls are conducted in a professional and friendly manner, meeting the quality standards set by the company.
Reaches daily set targets (productivity, quality, data)
Minimum outbound calls per day as per project requirement
Achieves CSI scores based on all clients’ requirements as per the individual briefing sheets
Ensure that all Backlogs are up to date and/or according to different clients lag times or specifications
Asks questions as posed from the interview system
Adheres to structure of interview (this may be converted into a conversational format
Updates system with customer responses
Complies with internal policies and procedures

**Requirements**:
Grade 12 (minimum)
NQF Level 4
Call centre experience (advantageous)
Good listener
Ability to listen attentively and capture complaints, compliments and comments accurately as received from the customer
Is aware of correct telephone etiquette
Avoids mentioning other clients
Keeps client relationship at professional level
Maintains high levels of integrity
Is passionate and enthusiastic
Good organisational skills
Good people skills in order to deal with clients at various levels
Initiative
Ability to work under pressure
Ability to work in a team

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