Job Description

We are looking for someone who will be able to fulfil the following requirements:

To provides inbound and outbound telephonic services to internal and external clients subject to the requirement/s of the specific project/s the agent may be allocated to.

Key Performance Areas:

Receipt and handling of inbound & outbound calls.

• Ensure that calls are answered timeously, handled efficiently, politely and professionally
• Ensure that careful attention is paid to the information being provided by the caller
• Provide accurate information/instructions to the caller, if required
• Ensure that the call is carefully listened for accurate understanding of the call
• Accurately comprehend the information that has been provided
• Ensure the confidentiality of the information relating to the call

Preparation of Reports (as required) and accurate record keeping.

• Accurately capture the details received from the call.
• Produce professional and detailed reports.
• Assume responsibility for accuracy, and completeness of all tip-off reports
• Evaluate urgency & sensitivity of information received from callers' and demonstrate sound judgement in prioritising and escalation of the matter.

Quality and risk management.

• Adherence to all controls implemented to protect confidentiality of information provided and anonymity of whistleblower

General administration.

• Follow correct procedures.
• Provide assistance where required.

About You
You would need to have the following qualifications

• A minimum of a matric qualification plus 2 - 3 years working experience in a customer services orientated position is a prerequisite for this position
• Any formal qualification will be an advantage

You would need to have the following Experience and Technical competencies:

• 2 - 3 years working experience, preferably in a contact centre would be an advantage
• An excellent command, ie. 100 % fluency in the German and English languages is a necessity
• Fluency in any other Foreign language i.e. Arabic, French, Spanish, Dutch will be an advantage
• All official languages of South Africa are offered. Fluency in any other SA official language would be preferred and would be an advantage.
• Ability to work shifts, public holidays and on week-ends (project and call centre dependent) will be required

BGA Recruitment