Call Centre Agent-DirectAxis

🗏Job Type

Full Time

Job Title Call Centre Agent
Department Repeat Outbound
Business Unit DA Contact Centre
Type of employment Permanent
Part time / Full time Full time
Location - Country South Africa
Location - Province Western Cape
Location - Town / City Cape Town
Overview DirectAxis is a financial services company that provides clients with a direct connection to loans and insurance. Has an exciting position as a Call Centre Agent .

Receives incoming calls and or makes outbound calls in order to convert and service potential and existing customers across multiple brands via the channel of choice with the aim of growing and retaining our customer base through service excellence.
Requirements - Matric
- Computer literacy
- Fluency in English, Afrikaans and Xhosa (dependant on the need for 3rd language)

- At least 12 months - 2 years Call centre experience
- Must be ITC and Criminal Clear
- Must have RE and Credits / Fit and Proper

COMPETENCIES:
- Advanced customer service orientation with a sales element
- Interpersonal and people skills
- Problem solving ability
- Solutions focused
- Initiative (thinking out of the box)
- Negotiation Skills
- Proactive
- Deadline / target driven
- Ability to handle pressure
- Self motivated
- Probing skills
- Excellent communication skills
- Excellent work ethic
- Ability to multi-task (work on multiple systems)
- Diplomacy
- Empathy
- Professional approach
Experience - At least 12 months - 2 years experience in a call centre environment
- 12 months - 2 years experience in a sales environment
- 12 months - 2 years experience within financial services industry advantageous
- 12 months - 2 years experience in MS Office - Basic / entry level
Duties & Roles Finance:
• Identifies and escalates potential risks that may lead to increased costs.
• Demonstrates cost consciousness and awareness of personal contribution to costs.
• Increases knowledge and understanding of financial processes and adheres to required operating standards.
• Acquires new business and increase market share.
• Maximises opportunities to generate additional income.
• Conducts a comprehensive needs analysis to provide financial solutions to meet customer needs.
• Identifies, maximizes and monitors cross selling opportunities.
Customer:
• Adheres to the Organisation's shared values, service standards and Treating Customers Fairly (TCF) outcomes with regards to customer interaction.
• Resolves customer dissatisfaction/complaints and takes ownership of the problem.
• Communicates with customers according to agreed standards.
• Collects customer feedback to help improve customer service.
• Ensures that product knowledge and advice is technically accurate.
• Reviews, improves and implements customer service solutions in line with company policies, shared values and Treating Customers Fairly (TCF) outcomes.
• Communicates how the customer service solution will be implemented and secures buy-in.
• Builds customer trust and loyalty.
• Resolves customer dissatisfaction/complaints and takes ownership of the problem.
• Implements and manages innovative, mutually beneficial solutions, based on understanding of clients’ needs and expectations in area of accountability.
• Addresses client queries/complaints through providing specialist advice.
• Conducts further investigation and/or drafting of suitable responses to clients and customers.
• Provides feedback based on thorough interrogation of information
Process:
• Implements business processes according to benchmarks and the Shared Values.
• Reviews and reports on the performance of business processes.
• Analyses the internal service delivery processes and comes up with innovative ideas and/or participates in working groups to improve and streamline processes, increase revenue, drive efficiencies and minimise redundancy and waste. Monitors and controls the quality of business processes in terms of defined standards.
• Acquires and maintains current knowledge of relevant product offerings and support policies to provide technically accurate solutions to users.
• Investigates innovative ways to optimise processes.
• Contributes to the alignment of business
processes to customer service.
• Advises line management on potential opportunities for process and system improvements.
• Demonstrates the shared value Innovation
• Identifies innovative ways to enhance sales within area and increase profit margins.
• Submits innovative ideas to the manager in support of the sales and brand drive.
• Manages the implementation of solutions and ideas in support of the business area/branch's innovation drive to increase revenue.
• Prepares and delivers reports on initiatives in support of innovation and creativity to management.
• Sets sales target.
• Coaches and guides sales team to achieve sales objectives.
• Responds to telephonic and email queries in a timely manner and in accordance with standards.
• Solves problems by evaluating and assessing the issues.
• Identifies issues that need to be escalated to Management.
• Follows up to ensure resolution of all issues.
People:
• Contributes to team success by ensuring team commitment and cohesion.
• Values individual contributions while encouraging partnering and collaboration to achieve team results so that "Collaboration" is lived and demonstrated.
• Shares information and knowledge to achieve team goals.
• Respects diversity and encourages an environment that values inclusivity.
• Coaches peers to benefit the team.
• Identifies effective activities to address own development gaps.
• Creates own development plan and reviews plan with team leader.
• Understands which competencies and skills should be mastered to ensure personal development and performance.
• Demonstrates a commitment to continuous personal improvement in line with the Shared Value Ownership



Apply Here http://bit.ly/2NSXSrB

Job id : , #74009, 2,508 views,

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