Call Centre Agent - Temporary 12 Month Contract

Key Responsibilities: 

• Inbound and outbound experience and ability 
• Answer calls and respond to emails  
• Handle customer inquiries both telephonically and by email 
• Facilitate end to end enrolment process 
• Provide end to end enrolment support 
• Manage and resolve customer queries 
• Provide customers with product and service information 
• Enter new customer information into system 
• Update existing customer information  
• Identify and escalate priority issues 
• Route calls to appropriate resource 
• Follow up customer calls where necessary 
• Document all call information according to standard operating procedures 
• Complete call logs 

Minimum Requirements: 

Education 

Matric 

Preferred: Customer Service / Call Centre / Computer Application Technology Qualification   

Experience 

• 2 years in a call center or customer service environment 
• GEHS Enrolment system experience 
• Proficient in relevant computer applications 
• Required multi language proficiency, preferrable African Languages 
• Knowledge of customer service principles and practices 
• Knowledge of call center telephony and technology 
• Good data entry and typing skills 
• Knowledge of administration and clerical processes 

Preferred Experiences 

• Solid written and verbal communication skills 
• Highly motivated and committed individual 
• Desire to work in a fast paced, highly dynamic environment 
• Ability to work independently without relying on significant management oversight 
• Prior call center background a plus 
• Commitment to the business and a yearning for knowledge 

Competencies 

Technical 

• Excellent telephone etiquette 
• Verbal and written communication skills 
• Good typing skills  
• Time Management 
• Knowledge of administration and clerical processes 
• Ability to work within a team and as an individual  

Generic 

• Customer service orientation 
• Attention to detail 
• Adaptability 
• Teamwork 
• Stress tolerance 
• Resilience