Junior Contact Centre Agent - Parktown, South Africa - Rand Mutual Assurance

Rand Mutual Assurance

Verified Company

Parktown, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

THE JOB AT A GLANCE

WHAT WILL YOU DO?

Maintain desk SLA through adherence to schedules, defined processes and workplan
Followup on customer calls where necessary
Document all call information according to standard operating procedures
Complete call logs and issue reference numbers to customers
Manage and resolve customer complaints
Provide customers with accurate product and service information in an efficient manner
Verify/authenticate client details
Adhere to compliance and regulatory requirements
Research required information using available resources
Update existing customer personal information

Identification, escalation and/or referral of queries:

Identify and escalate priority issues
Identify and escalate/refer queries/calls to the relevant department for action
Route calls to appropriate resource.

System assistance:

Assist clients with any system related queries (i.e. navigation issues, system defects/error/account locked etc.) and refer where necessary
Assist clients with how to upload documents onto the system
Assist with password reset queries for online services
Assisting clients with how to navigate through the online portal, register for online service and how to submit their declaration of earnings.

Ad hoc workflow assistance:

Support the contact centre team by providing any assistance on client queries as and when necessary.

WHAT YOU'LL BRING TO THE TABLE?

Grade 12 (required)
1 Year in a Contact Centre environment in a customer service role.
Experience in medical aid or insurance servicing (added advantage)

Computer literate

Intermediate MS Office Suite
Knowledge of customer service principles and practices
Dataentry experience and good typing skills
Experience in Contact Centre telephony and technology

WHAT WILL YOU GET IN RETURN?
We offer great opportunities for personal and professional development in a stable company that's 128 years strong. The role comes with a competitive salary package and various benefits. Furthermore, you will be a part of a dedicated group of colleagues who value teamwork and collaboration.

Turnaround time

Closing date: 10 August 2023

Our Commitment to transformation: