IER Call Centre Agent

Found in: Talent ZA C2 - 2 weeks ago


Johannesburg, South Africa National Risk Managers Full time
A Medical Insurance Company based in Benoni, Gauteng is looking for a Call Centre Agent who will  manage emergency and routine telephone calls from clients across different product ranges

Key Performance Areas
  • Manage Emergency Calls
  • Find solutions to uncommon problems
  • Perform administrative duties
 
Key Tasks
                Manage Emergency Calls
  • Manage the Integrated Emergency Response (IER) application
  • 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
 
Other requirements
  • Must have valid driver’s license and own vehicle
  • Required to travel
  • Attend events as and when required
 
When the job will be performed
  • 24 hours according to a shift roster
 
Essential Qualifications
  • Matric
  • BAA / First Aid level 3
 
Desirable Qualifications
  • National Certificate in Emergency Care
 
 
 
Essential Experience
  • 2 years experience in an Emergency contact centre
  • Customer care experience
  • Experience with working shifts
 
Knowledge and Skills
  • Excellent Computer skills
  • Understand basic dispatch codes, as well as standard abbreviations
  • Excellent communication skills
  • Good organising skills
  • Time management skills
  • Problem solving skills
 
Attributes
  • 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

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