Currently we are searching for a Call Center Agent for Johannesburg, South Africa.
Responsibilities of this Post:
Answer telephone calls; verify information to service providers and members.
Inform service providers and clients by explaining procedures and protocols.
Determine eligibility by comparing client information to requirements.
Answer questions/queries telephonically and provide brochure information by e-mail.
Maintain and improve quality results by adhering to standards and guidelines, recommending improvements.
Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives.
Provide product and service information to customers.
Update job knowledge by studying new product descriptions as needed.
Research, identify, and resolve customer complaints using applicable software and product information provided.
Recognise, document and alert the management team of trends in customer calls.
Document all call information according to standard operating procedures.
Follow up customer calls where necessary.
Requirements of this Post:
Three years’ experience in a Call Centre environment.
Excellent data entry and typing skills.
Excellent English and Afrikaans communication and writing skills.
Manage large amounts of inbound calls in a timely manner.
Ability to handle the pressure of difficult clients – always remain calm, friendly, courteous, polite, professional and willing to assist.
Ability to multi-task, set priorities and manage time effectively.