Call Centre Agents

Purpose of the job:

• Answer incoming calls courteously within SLA
• Manage all cases professionally and efficiently within the correct time frames
• Provide personalized 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