Call Centre Agent

An exciting job opportunity exists for a call centre agent in Sandton.

Job Purpose

The successful incumbent will be responsible for answering calls in a professional and customer-oriented manner.

Responsibilities

Answer incoming calls courteously within SLA

Manage all cases professionally and efficiently within the correct time frames

Provide personalised customer service by responding to the needs of the client

Ensure that all calls are captured on the relevant system (Dreamtec)

Clear knowledge and understanding of our corporate client’s policy wording, systems, protocols and procedures

Identify and escalate issues to supervisor

• Call avoidance from other call centre agents
• Fraudulent activities from other call centre agents
• Misconduct

Must be able to work shifts and overtime when required

Determine eligibility by comparing client information to requirements and product offering

Behavioural Competencies

Verbal and written communication skills

Phone skills

Listening skills

People skills Customer focus

Attention to detail

Pressure Tolerance