Call Centre Service Agent - Centurion, South Africa - Hire Power Recruitment

Description

Call Centre Service Agent

COMPANY DESCRIPTION
A vacancy for a Call Centre Service Agent exists within a reputable and well-known multinational corporation. The successful individual will be required to work on-site at the call centre in Port Elizabeth. Product training will be given. A demonstrated history as a call centre service agent is a requirement.

***
MAIN OBJECTIVE OF THE ROLE:******
ROLES AND RESPONSIBILITIES:The role of the Call Centre Service Agent reports to the Team Leader Call Centre Department and the responsibilities includes but are not limited to the following:

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 service.
• 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.

EXPERIENCE AND QUALIFICATIONS:

• MS Office Suite proficiency.
• A businessrelated qualification (preferred).

Years' experience in a call centre or client service environment with proven knowledge of customer service principles and practices would be an advantage.

-
Language proficiency in Afrikaans (first language) and English (essential)
:

• A driving license would be an advantage.
• SA ID Number holder with a clean criminal history.

COMPETENCIES:

***- Verbal and written communication

• Service orientation
• Problem solving
• Detailoriented
• Prioritisation
• Teamwork and collaboration
• Adaptability
• Display initiative

REMUNERATION AND BENEFITS

• Earliest commencement date: Position is currently available.

Location:
Port Elizabeth, Eastern Cape


Profile:
Customer Service (Healthcare)

Career Level: - 3 Years'


Employment:
Permanent, full-time

E

E / Non-EE:
Strictly equity (Afrikaans speaking)

Working Hours:
Monday to Friday, 08h00 to 16h30 (30min lunch)
- _

• Shortlisted applicants will be required to complete and pass an assessment._