Isindebele speaking Inbound Customer Service Agent

mPower People Solutions

Cape Town, Western Cape
R8,000 per month
Contract
Full-time

1 month ago

IF YOU ARE NOT FLUENT/ NATIVE IN THE ISINDEBELE LANGUAGE OR STATED IN YOUR CV THEN YOU WILL AUTOMATICALLY NOT BE CONSIDEREDPrimary RoleThe 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. Speaking directly with clients via an inbound line and provide responses to general contract & transactional inquiries.INTERVIEWS ARE ON A FIRST COME FIRST SERVE BASIS AND MUST BE AVAILABLE IMMEDIATELYPLEASE NOTE THAT THIS ROLE IS ON A FIXED TERM CONTRACT BASIS ONLY FROM 1st APRIL 2024 - 30th APRIL 2025Role ReportingTeam LeaderKey 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
Manage zero financial risk in terms of agent errors and/or authorisations (zero errors)

Experience· Minimum of 1 - 2 years inbound call centre experience· Customer service experience· Administration experience· Experience in healthcare, insurance, financial or administration industry & knowledge of relevant legislative environment is highly desirable (advantageous)Education and Applicable Systems· Grade 12 (Must Have)· Formal Call Centre Qualifications (advantageous)· Proficient in MS Office Suite applicationsSalary: R8,000.00 per month

mPower People Solutions

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