Job Description

Primary Role The key objective of the role is to identify and understand customer needs, delivering a first class customer service to increase the profitability of the business while remaining committed to treating customers fairly. Speaking directly with clients via an inbound line and provide responses to general contract & transactional inquiries. We only require agents that are fluent Siswati or Ndebele (Other languages will not be considered) R8000 Basic Salary only (No incentives, benefits and commission) Role Reporting Team Leader PLEASE NOTE THAT THIS ROLE IS ON A FIXED TERM CONTRACT BASIS ONLY FROM NOVEMBER - APRIL 2025 Must speak the following to be considered: Siswati Key responsibilities may include but are not limited to:

• Answer call and respond to customer requests
• Provide customers with product and service information
• Identify, research, and resolve customer issues using the in-house operating system
• Complete call logs and reports
• Assisting irate members and escalate when required to senior agents/team leader
• Ensure own productivity levels are maintained and quality standards are met at all times
• Performing daily administrative functions and accurately capturing required information to various CRM systems
• Adhere to and support Company policies and practices
• Ensure that cases are reviewed and actioned
• Monitor Average Handling Time in line with standards
• Adhere to work schedule / occupancy and monitoring work flow
• Ensure that SLA is adhered to and cases to be completed in agreed SLA times
• Maintain customer quality according to set standards and business process
• Ensure full compliance to business process, legislation and standard operating processes
• Manage zero financial risk in terms of agent errors and/or authorisations (zero errors)

Critical Skills/ Competencies Excellent communicator with all levels in an organisation (verbal and written) Solution Driven Excellent Problem solving and Accuracy skills Self-starter, motivated, takes initiative and can work independently Confident in operating in a dynamic environment Flexibility and agility Resilient mind-set Ability to adapt to different situations as they arise (adaptive thinking) Ability to operate in a team environment Ability to prioritise deliverable and work load accordingly (good organisational skills) Experience Minimum of 18 months - 2 years inbound call centre experience Customer service experience Administration experience Experience in healthcare, insurance, financial or administration industry & knowledge of relevant legislative environment is highly desirable (advantageous) Education and Applicable Systems Grade 12 Formal Call Centre Qualifications (advantageous) Fluent in English and Siswati OR Ndebele Proficient in MS Office Suite applications Job Type: Contract Salary: R8,000.00 per month