Junior Contact Centre Agent at Rand Mutual Holding

Job Description:

PURPOSE:

Reporting to the Contact Center Team Manager, The Junior Contact Centre Agent will be responsible for servicing stakeholders telephonically and via email by resolving their queries and providing them with product and service related information.

Key Areas of Responsibility:

• Maintain desk SLA through adherence to schedules, defined processes and workplan
• Follow-up on customer calls where necessary
• Document all call information according to standard operating procedures

• Complete call logs and issue reference numbers to customers
• Produce call reports
• Follow-up on initial contacts to determine customer satisfaction
• Manage and resolve customer complaints
• Provide customers with accurate product and service information in an efficient manner
• Identify and escalate priority issues
• Identify and escalate/refer queries/calls to the relevant department for action
• Assist MSPs and employers with any system related queries (i.e. navigation issues, system defects/error/account locked etc.) and refer where necessary
• Assist MSPs with how to upload documents onto the system
• Assist with password reset queries for online services
• Support the contact centre team by providing any assistance on MSP and employer related queries as and when necessary

Qualifications and Experience Required:

• NQF Level 4: Grade 12 (National Senior Certificate)
• 1-year experience as a Contact Centre Agent in a customer service environment

Knowledge, Skills & Competencies required:

• Industry knowledge will be advantageous
• Knowledge of customer service principles and practices
• Word fluency and understanding (in both verbal and written communication)
• Service Orientation / Customer Responsiveness
• Client centric personality
• Computer literate
• Strong communication skills
• Excellence / quality orientation
• Teamwork/collaboration
• Basic problem-solving
• Self-Management
• Attention to Detail
• Listening to Understand
• Reasoning and Learning
• Verbal and Written Communication