Call Centre Agent (Self Service)

SUMMARY:
JOB PURPOSE
To provide professional call centre and enquiry resolution services to all stakeholders and customers of the company.

POSITION INFO:
MINIMUM REQUIREMENTS

• An appropriate three-year tertiary qualification (at least 360 credits) with 18 months proven experience in handling life insurance/employee benefits or client relationship management/client care enquiries in a Call Centre
• OR
• A Grade 12 Certificate/Senior Certificate (Matric) with three (3) years proven experience in handling life insurance/employee benefits or client relationship management/client care enquiries in a Call Centre
• Candidates with client relationship management/client care experience preferably in the Telecommunications or ICT environment may receive preference
• Computer literacy that would include a good working knowledge of Microsoft Office products.

• Receive incoming calls;
• Respond to client enquiries by providing correct information;
• Escalate unresolved queries to the assistant manager and business units;
• Check database for outstanding documents or information

• Receive, handle and resolve all incoming customer queries;
• Respond to incoming client queries using information from system;
• Provide a service that exceeds customer expectations at all times;
• Handle customer information in a professional and confidential manner;
• Capture data about all incoming queries