Junior Contact Centre Agent
- Parktown, Johannesburg
- Contract
- Full-time
- NQF Level 4: Grade 12 (National Senior Certificate)
- 1-year experience as a Contact Centre Agent in a customer service environment
- Maintain desk SLA through adherence to schedules, defined processes and workplan
- Follow-up on customer calls where necessary
- Document all call information according to standard operating procedures
- Complete call logs and issue reference numbers to customers
- Produce call reports
- Follow-up on initial contacts to determine customer satisfaction
- Manage and resolve customer complaints
- Provide customers with accurate product and service information in an efficient manner
- Identify and escalate priority issues
- Identify and escalate/refer queries/calls to the relevant department for action
- Assist MSPs and employers with any system related queries (i.e. navigation issues, system defects/error/account locked etc.) and refer where necessary
- Assist MSPs with how to upload documents onto the system
- Assist with password reset queries for online services
- Support the contact centre team by providing any assistance on MSP and employer related queries as and when necessary
- Knowledge, Skills & Competencies required:
- Industry knowledge will be advantageous
- Knowledge of customer service principles and practices
- Word fluency and understanding (in both verbal and written communication)
- Service Orientation / Customer Responsiveness
- Client centric personality
- Computer literate
- Strong communication skills
- Excellence / quality orientation
- Teamwork/collaboration
- Basic problem-solving
- Self-Management
- Attention to Detail
- Listening to Understand
- Reasoning and Learning
- Verbal and Written Communication
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