Call Centre Agent

SUMMARY:
A leader in its industry is currently seeking for a Call Centre Agent to join their team on a Fixed term contract for 6 months (with the possibility of it being renewed) 
The main function of this role is to provide professional call centre and enquiry resolution services to all stakeholders and customers of the Fund

POSITION INFO:
The successful applicant duties include but is not limited to:
Resolve Customer queries

• Receive, handle and resolve all incoming customer queries and enquiries timeously in a professional manner, using information from the system.
• Verify customers to make sure that you are speaking to the member of the Fund before giving out information.
• Explain benefit structure of Fund and provide a breakdown of benefits when required.
• Update client regarding progress of payments when required and provide estimated payments calculated using the system.
• Handle difficult calls by remaining calm, demonstrating patience and willingness to help and resolve problems.
• Escalate customer enquiries to relevant departments for investigation.
• Update notes on the system regarding the received call.
• Log all calls received onto the system.
• Maintain the service level agreement requirements for the Call Centre

• Complete all required administration duties, accurately and timeously.
• Receive faxes and direct as appropriate within stipulated time frames.
• Complete photocopies, as requested.

• Assist business (Call Centre, Payroll, Social Workers & Legal etc) with enquiries received timeously, to keep stakeholders § Respond to information received in the e-mail box timeously and in a professional manner.
• Log emails onto system in terms of standard procedure.
• Escalate emails to relevant department where necessary.
• Maintain service level agreements relevant to the Call Centre when responding to emails.

• Attend to walk in clients in a professional manner when necessary.
• Request information from other departments to assist with client enquiries

• Prepare pensioner cards, according to standard procedure.
• Prepare pensioner card letters in standard format, send to manager for approval.
• Update pensioner card spreadsheet, ensuring accuracy of information reflected.
• Send pensioner cards to facilities for posting within agreed time frames.

• Relevant Diploma
• 2 years job-related experience.
• Experience within a retirement fund industry 

NB! This job is now closed. You can apply for other jobs by uploading your CV.