Contact Centre Agent

SUMMARY:
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POSITION INFO:

Job description

Requirements

§ Matric is compulsory

§ Strong communication skills

§ Presentable

§ Clear criminal record

Duties and Responsibilities

• Answering phones from customers professionally and responding to customer inquiries and complaints
• Researching required information using available resources
• Handling and resolving customer complaints regarding product sales to customer service problems
• Providing customers with the organization’s service and product information
• Processing forms, orders, and applications requested by the customers
• Identifying, escalating priority issues and reporting to the high-level management
• Following up complicated customer calls where required
• Obtaining and evaluating all relevant data to handle complaints and inquiries
• Recording details of comments, inquiries, complaints, and actions taken
• Managing administration, communicating and coordinating with internal departments
• Technical expert in related computer applications
• Able to maintain customer confidentiality
• Act as liaison between the company and its internal and external current and potential customers
• Accept ownership for effectively solving customer issues, complaints, and enquiries, keeping customer satisfaction at the core of every decision and behavior
• Management of inbound and outbound customer interactions at a timely manner
• Follow communication “scripts” when handling different topics
• Identify customer needs, clarify information, research every issue and provide solutions and or alternatives
• Update existing customer information
• Identify and escalate priority issues
• Seize opportunities up to sell products when they arise
• Build sustainable relationships and engage customers by going the extra mile
• Keep records of all conversations in our call center database in a comprehensible way
• Updates job knowledge by studying new product descriptions, participating in internal and external educational opportunities
• Meet personal / team qualitive targets

Adhere to standard guidelines, recommending improved procedures