Isizulu Speaking Customer Service Agent - Cape Town, South Africa - Surgo HR & Training
Description
Our client based in Century City is seeking isiZulu speaking customer service agent.
The key objective of the role is to identify and understand customer needs, delivering a first class customer service to increase the profitability of the business while remaining committed to treating customers fairly.
Experience:
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 isiZulu (Read, Write, Speak)
Fluent in English (Read, Write, Speak)
Clear Criminal Record
Available immediately
Key responsibilities may include but are not limited to:
Answer call 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 escalate when required to senior agents/team leader
Ensure own 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 to be completed in 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/ 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 deliverable and work load accordingly (good organisational skills)
Salary and working hours:
The salary R8000
Monday to Friday 08:00 to 17:00
Every second Saturday 08:00 till 12:00
Office Location:
Century City
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