Inbound Call Centre Agent

🗏Job Type

Full Time

Taking of inbound calls to Commercial/Non-Commercial license holders in order to service all clients and provide accurate and fast resolution to any and all inbound queries. Managing all queries through resolution process, updating accurate details and statistics of all queries by providing product information to clients
Query resolution and system updating
Fast and effective client service in relation to:
Confirm right party contact and reason for call;
Link all incoming calls to the correct account reference;
Probe, determine and update system with reason for query;
Confirm and or update client’s details
oBanking details
oPayment methods;
oBalance enquiries;
oUpdating of consumer (client details)
oDemonstrate exceptional client centric and customer focus;
oAnticipate consumer needs and how to best service them.
Load payment arrangements, client demographic details or any additional information in respect of updating of licence holder information;

Capture notes on system regarding important information and arrangement with client;
Providing of accurate information to enquiring consumers;
Fast and effective service (service with a smile)
Summarize and confirm engagement and capturing of all relevant information on system

Quality
Comply with the Call Centre policies and procedures;
Achieve set quality targets.
Minimize number of errors on:
oCall handling skills
oWrapping up of call
oDetailed updating of notes and actions taken
oAdvice on payment methods
oClient details update
Handle calls in a professional, courteous manner at all times
To action customer complaints, queries and administrative task

Sound understanding of call centre
Advise customers of necessary actions and strategies in managing of their account.
Contact centre – fast and effective client service with minimum standards of quality work to be achieved.
All calls answered in under 20 seconds with a zero rework policy;
Adherence at all times to Call Centre policies and procedures
Answer customer questions regarding problems with their accounts.
Query resolution in pro-active manner including referral and liaison with customer services manager

Required Minimum Education/Training
Grade 12;
Call Centre Management

Required Minimum Work Experience
Call centre management working experience; preferably within a customer call centre environment: must be proficient in relevant computer and Windows applications
Attention to detail and ability to produce quality results
Sound understanding of call centre environment

Technical:
Business Acumen
Sound knowledge & understanding of the Broadcasting Act; and any related compliance legislation.
Quality Assurance
Problem solving & analytical skills
Quick on system updating
Deep understanding of query resolution processes

Behavioural:
Client centric
Results and deadline driven
Resilience
Team-player
Multi – tasking
Consistency
Communication (verbal, listening and written)


Apply Here http://bit.ly/2FA1sp8

Job id : , #75223, 77 views,

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