Call Centre Service Agent - Centurion, South Africa - Hire Power
Description
The hiring organsiation is a multinational corporation in the Healthcare Management sector.Two x 3 month fixed term contracts for
Zulu/English-speaking Call Centre Service Agents exist in the
Centurion team. The role is 100% office based.
ROLES AND RESPONSIBILITIES:
Reporting to the Team Leader performance areas include, but are not limited to:
INTERNAL PROCESS:
- Engage with clients and/or intermediaries in a professional manner to resolve all client queries within the Service Level Agreement and quality standards.
- Take ownership of complaints and ensure they are resolved timeously and effectively.
- Provide clients with the relevant information and documentation as required in line with policy guidelines.
- Capture and update client information on relevant system/s, based on data received from the client.
- Accurately complete all administrative and reporting requirements within agreed timeframes.
- Adhere to legislative / compliance requirements in the service process.
- Identify and report process and system failures and enhancements to improve client experience.
CLIENT:
- Investigate client queries within the agreed service level and ensure that client receives timeous feedback.
- Escalate client queries to the relevant department or stakeholder.
- Provide accurate information and advice to clients and stakeholders in order to ensure that the client receives the appropriate after sales services.
- Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets.
- Provide authoritative, expertise and advice to clients and stakeholders.
- Build and maintain relationships with clients and internal and external stakeholders.
- Deliver on service level agreements made with clients and internal and external stakeholders in order to ensure that client expectations are managed.
- Make recommendations to improve client service and fair treatment of clients within area of responsibility.
- Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.
QUALIFICATIONS AND EXPERIENCE:
- Relevant businessrelated qualification is advantageous.
- Must have technical knowledge or the ability to absorb technical knowledge.
- Computer literate, MS Office 365 proficiency.
- 2 Years' experience in a call centre or client service environment with proven knowledge of customer service principles and practices
- Previous working experience in the medical scheme industry is preferred.
- Fluent in
English AND isiZulu, essential. (isiXhosa and Sotho highly advantageous). - Open to SA citizens with a clear criminal and credit history.
- Valid unendorsed Driver's License, with own vehicle (preferred).
IMPORTANT ATTRIBUTES
- Must possess an ownership mentality and a willingness to take responsibility for tasks through to completion.
- Attention to detail, goal orientated and a desire to achieve your objectives.
- Highly organised, good at multitasking and able to deal with people at all levels.
- Verbal and written communication
- Service orientation
- Problem solving
- Detailoriented
- Prioritisation
- Teamwork and collaboration
- Adaptability
Location:
Centurion
Profile:
Healthcare and Medical
Career Level: 1-2 years.
Employment:
Temp (April
- June 2024)
E / Non-EE:
Strictly EE (African Male and Female, in accordance with the Employment Equity Plan)
Working Hours:
Monday to Friday, 08H00 - 17H00.
Remuneration:
Market related basic.
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