Contact Centre Agent Wanted – Apply Now.
An opportunity has presented itself to appoint a suitably qualified candidate into the position of Contact Centre Agent. This is a perm position based at Alberton.
Handles inbound or outbound calls or other forms of communication from customers assisting and providing relevant information and excellent customer service.
Minimum Criteria Required:
1-2 Yrs Relevant Working Experience
Relevant Job Knowledge:
Business processes and services
Contact Center Industry Standards and Benchmarking
Quality management system
Key Performance Areas:
Receives and make customer contacts, ensuring customer satisfaction at all times
Responds to customer enquiries to ensure that customers receive correct and adequate information.
Provide customers with product and service information (Accounts and results), ensuring customer satisfaction.
Display professionalism at all times ensuring compliance with industry quality standards.
Research required information using available resources to ensure that adequate information is available for decision-making purposes.
Identify and escalate priority issues/queries to ensure that supervisors are aware of highly dissatisfied customers and provide solutions to increase customer satisfaction and retention.
Follow up customer contacts were necessary to increase customer satisfaction ensuring customer loyalty.
Complete administrative functions ensuring QA standards compliance and credibility.
Route and redirect customers to appropriate resources to ensure that customers are assisted promptly by relevant parties.
Comply with statistical requirements ensuring quality standards at all times.
Comply with quality standards.
Comply with operational requirements of the department, ensuring adequate operations and customer satisfaction.
Adhere to reasonable instruction, apart from what is prescribed in the working instructions, from management.
Maintain confidentiality of customer’s personal data and other information to protect the private customers and integrity of the organisation, ensuring QA compliance and credibility.
Meet organisational customer service objectives, ensuring organisation credibility
Oversees housekeeping issues including filing and general office tidiness to ensure a safe and healthy work environment.
Ability to use own initiative
Attention To Detail
Confidentiality / Sensitivity
Planning and organising
Compensation is commensurate with qualification and experience level.
Closing date: 19-08-2020