As a Call Centre Agent, you will be expected to operate across both inbound and outbound environments.
ROLES AND RESPONSIBILITIES
Professionally handling inbound queries from clients and relevant third parties
Ensuring unresolved queries are followed up and resolved within the agreed turnaround times
Answering inbound calls timeously and delivering accurate, helpful responses
Managing and resolving email queries as required
Making outbound calls to collect outstanding information necessary for query resolution
Following up with clients, providing clear and comprehensive feedback
Keeping stakeholders updated throughout the query resolution process
Maintaining accurate records of all client interactions
Data capturing and accurate documentation of cases
Supporting ad hoc tasks and administrative functions as and when required
Keeping up-to-date with product knowledge through ongoing assessments and internal learning
Any other reasonable duties and responsibilities in line with your capabilities and at the request of your Superior
JOB REQUIREMENTS
Matric (Grade 12) is required
FAIS accreditation / RE5 qualification required
A relevant tertiary qualification is advantageous
Minimum 12 months of call centre experience
Proficient in English and at two other South African languages (advantageous)
Excellent numeracy and literacy skills
Clear, professional verbal and written communication
Previous experience in the healthcare or medical insurance industry is a strong advantage
KEY COMPETENCIES
Client-focused with a commitment to service excellence
Strong numerical and verbal reasoning ability
Active listening skills, with the ability to accurately identify problems
Assertive yet patient and tolerant when managing client expectations
Proactive problem-solver, showing initiative and ownership
Excellent time management and organisational skills
High level of professionalism and accountability
Strong attention to detail and accuracy in all work
Job Type: Full-time
Application Question(s):
What is your salary expectation for this role?
Education:
High School (matric) (Required)
License/Certification: