contact centre agent - Sandton, South Africa - iSON Xperiences

Description

Customer Service Call Centre Agents

Based in Bryanston

Shifts between 08:00 am- 19:00 pm

Working from Monday to Sunday including public holidays

OVERALL PURPOSE OF JOB:

Process customer service and technical service enquiries through inbound calls and provide end-to-end service.

Main Responsibilities will include but will not be limited to :

• Must be able to communicate with customers professionally and articulately.
• Must be able to present benefits/opportunities of the sales or service in an effective manner.
• Identify and respond to the customer needs from all demographics, delivering a high quality, professional service to these customers.
• Exercise appropriate soft skills when dealing with difficult customers.
• Ensure correct listening skills and probing techniques are used to establish relevant information.
• Be able to effectively communicate with the team leader and team members.
• To ensure that every day query is logged accordingly.
• Ensure that customers are informed as to the progress of queries logged but not resolved.
• Ensure that the customers are called and the resolution is confirmed before queries are closed.
• Ensure that progress of every query logged is monitored until resolution.

OTHER FEATURES OF THE JOB (e.g., location, travelling, shift hours, etc.):

• Willing to work shifts (ranging from 08h00 to 19h00)
• Willing to work a six day work week
• Own vehicle or reliable transport

KNOWLEDGE AND SKILLS:

• Good communication skills verbally and written in English.
• Must be able to display proven computer literacy
• Able to work under pressure
• • Goal driven
  • Ability to work with little supervision
  • Contact Centre skills training
  • Call handling skills
  • Telephone etiquette skills
  • Understanding of website navigation functionalities, technology savvy
  • 6 months experience in an Outbound sales Contact Centre environment;
  EDUCATION, QUALIFICATIONS, EXPERIENCE NECESSARY:
  • Grade 12
  • At least 2 years' relevant experience, preferably in Banking / financial industry
  MUST HAVE GRADE 12