Isixhosa-speaking - Cape Town, South Africa - Surgo HR & Training

Surgo HR & Training
Surgo HR & Training
Verified Company
Cape Town, South Africa

3 weeks ago

Thabo Mthembu

Posted by:

Thabo Mthembu

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Description
Our client, based in Century City, is seeking isiXhosa -speaking customer service agents.


The key objective of the role is to identify and understand customer needs, deliver first-class customer service to increase the profitability of the business, and remain committed to treating customers fairly.

Speaking directly with clients via an inbound line and providing responses to general contract and transactional inquiries.


Experience:

A minimum of 12 months unbroken inbound call centre experience

Experience in healthcare, insurance, financial or administration industry and knowledge of relevant legislative environment


Requirements:

Passed Grade 12

Fluent in English (Read, Write, Speak)

Clear Criminal Record

Available immediately

Fixed-Term Contract

Own transport (Advantage)

Available immediately


Key responsibilities may include, but are not limited to:
Answer calls and respond to customer requests

Provide customers with product and service information

Identify, research, and resolve customer issues using the in-house operating system

Complete call logs and reports

Assisting irate members and escalating when required to senior agents or the team leader

Ensure that productivity levels are maintained and quality standards are met at all times

Performing daily administrative functions and accurately capturing required information to various CRM systems

Adhere to and support Company policies and practices

Ensure that cases are reviewed and actioned

Monitor Average Handling Time in line with standards

Adhere to work schedule, occupancy and monitoring work flow

Ensure that SLA is adhered to and cases are completed within the agreed SLA times

Maintain customer quality according to set standards and business process

Ensure full compliance to business process, legislation and standard operating processes


Critical skills and competencies:

Excellent communicator with all levels in an organisation (verbal and written)

Solution Driven

Excellent Problem-solving and Accuracy skills

Self-starter, motivated, takes initiative and can work independently

Confident in operating in a dynamic environment

Flexibility and agility

Resilient mind-set

Ability to adapt to different situations as they arise (adaptive thinking)

Ability to operate in a team environment

Ability to prioritise deliverables and work load accordingly (good organisational skills)


Salary and working hours:

The salary is R8000

Monday to Friday 08:00 to 17:00

Every second Saturday, from 08:00 till 12:00


Office Location:

Century City
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