Dutch (Fluent) Client Care Agent

NB: This position is based in Johannesburg (partly Hybrid)

We are looking for someone who will be able to fulfill the following requirements:

To provide inbound and outbound telephonic services to internal and external clients subject to the requirements of the specific project the agent may be allocated to.

Key Responsibilities

• Receipt and handling of inbound & outbound calls.
• Ensure that calls are answered timeously, handled efficiently, politely and professionally.
• Ensure that careful attention is paid to the information being provided by the caller.
• Provide accurate information/instructions to the caller, if required.
• Ensure that the call is carefully listened for accurate understanding of the call.
• Accurately comprehend the information that has been provided.
• Ensure the confidentiality of the information relating to the call.
• Preparation of reports (as required) and accurate record keeping.
• Accurately capture the details received from the call.
• Produce professional and detailed reports.
• Assume responsibility for accuracy, and completeness of all tip-off reports.
• Evaluate urgency & sensitivity of information received from callers and demonstrate sound judgement in prioritising and escalation of the matter.
• Quality and risk management.
• Adherence to all controls implemented to protect confidentiality of information provided and anonymity of whistleblower.
• General administration: follow correct procedures and provide assistance where required.

About You

You would need to have the following qualifications:

• A minimum of a matric qualification plus 2 - 3 years working experience in a customer services oriented position is a prerequisite for this position.
• Any formal qualification will be an advantage.

Experience and Technical Competencies

• 2 - 3 years working experience, preferably in a contact centre would be an advantage.
• An excellent command, i.e. 100% fluency in the Dutch and English languages is a necessity.
• Fluency in any other foreign language (e.g., Arabic, French, Spanish, German) will be an advantage.
• All official languages of South Africa are offered. Fluency in any other SA official language would be preferred and would be an advantage.
• Ability to work shifts, public holidays and weekends (project and call centre dependent) will be required.

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