Contact Centre Agent

Role Description

• To support and handle incoming client calls, outbound calls, and emails when applicable. To provide excellent service to all clients to ensure the customer has the best possible experience with the company.

Duties & Responsibilities :

• Handle all incoming calls and respond to general enquiries assigned to you.
• Resolve customer requests by taking ownership of calls received.
• First call resolution.
• Continued follow up on existing queries until resolved.
• Ensure that all transferred calls are attended to promptly.
• Practise and ensure compliance with all the organisation’s policies and procedures.
• Have the relevant knowledge and skills to perform duties daily.
• Ensuring that relevant ‘self-training’ and education with the specifications of the job takes place.
• Monitor and measure own call quality for improvements. 
• Monitor average call length to ensure compliance with speed and quality of interactions. 
• Maintain a maximum abandonment rate of 3% daily through effective planning and prioritising.
• Assist in meeting Contact Centre targets relating to abandonment rate and login times.
• Build effective relationships with clients and branches / colleagues to improve service and feedback.
• Proactively identify sales and growth opportunities with customers and within the Contact Centre, and communicate these to your Team Leader or Line Manager.
• Outbound calls to be made to existing clients to provide feedback on queries lodged.

Role Requirements

• Matric (Grade 12) or equivalent qualification.
• Computer Literacy.
• Multilingual.
• Minimum of 2 years’ contact centre experience preferred.
• Good written and verbal communication skills.
• Ability to plan well and prioritise work in a high-pressure and fast paced environment.