Call Centre Agent

SUMMARY:
Call Centre Agent with a completed RE5 needed urgently in an insurance company.

POSITION INFO:

Scope of Responsibility: -

â–ª Answer telephone calls; verify the information to service providers and members.

â–ª Determine eligibility by comparing client information to requirements.

â–ª Inform service providers and clients by explaining procedures and protocols.

â–ª Answer questions/queries telephonically and provide brochure information by e-mail/facsimile.

â–ª Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives.

â–ª Maintain and improve quality results by adhering to standards and guidelines, recommending improvements.

â–ª Update job knowledge by studying new product descriptions as needed.

â–ª Provide product and service information to customers.

â–ª Research, identify, and resolve customer complaints using applicable software and product information provided.

â–ª Document all call information according to standard operating procedures.

â–ª Recognise, document and alert the management team of trends in customer calls.

â–ª Follow up customer calls where necessary.

 Qualification

Matric

â–ª RE 5

â–ª Customer Service Training

Skills and Experience: -

â–ª At least one (1) years’ experience in a Call Centre environment.

â–ª Excellent English communication and writing skills.

â–ª Excellent data entry and typing skills.

â–ª Manage large amounts of inbound calls in a timely manner.

â–ª Demonstrate a high level of customer service at all times.

â–ª Adaptable: fast learner and shows a positive response to change.

â–ª Attention to detail and accuracy.

â–ª Ability to handle the pressure of difficult clients - always remain calm, friendly, courteous, polite, professional and willing to assist.

â–ª Takes ownership and responsibility of daily interaction with all clients.

â–ª Resilient: must be able to work under constant measurement and pressure.

â–ª Ability to work within a team.

â–ª Knowledge of customer service principles and practices.

â–ª Customer focus and adaptability to different personality types.

â–ª Ability to multi-task, set priorities and manage time effectively

â–ª Advanced computer skills.

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