Crisis Centre Agent at Talksure

The main responsibility of the Crisis Centre Agent is to respond to all emergency calls and dispatch the correct service to the client ensuring a high standard of care and support for the client.

Job Functions: Call Centre,Client Services

Industries: Call Centre & Helpdesk,Financial Services,Insurance,Telecommunications

Specification

JOB RESPONSIBILITIES:

• Liaising with customers and assisting them by dispatching relevant services to help with their current scenario
• To be able to handle emergency situations calmly and effectively ensuring customer is the main concern and are assisted

• To achieve and over exceed set KPA targets for response times and quality of service
• Liaise with service providers to ensure the services arrive on time
• Ensure the customer has clear and consistent communication so they understand expectations
• To accurately report each claim against set KPA criteria and highlight any issues or key learning

Requirements

MINIMUM QUALIFICATIONS AND EXPERIENCES:

Essential:

• Matric
• Clear ITC
• No Criminal Record
• Must have some client services or emergency services background

Desirable:

• Emergency Medical Services experience
• Multi-Lingual (Advantageous)
• Must pass relevant assessments related to product offerings

CHARACTERISTICS OF THE REQUIRED CANDIDATE:

• Be customer focused and provide good customer service
• Be empathic
• Be an excellent communicator
• Have outstanding negotiation and decision making skills
• Must be mature
• Be able to work under pressure and remain calm under stressful situations
• Must understand maps and locations
• Be self-motivated and results driven
• Be able to think quickly
• Be able to work independently
• Have a positive attitude
• Have a good attendance record
• Should not have any warnings
• Should not be on any performance programs

WORKING HOURS: Must be available to work shifts and public holidays.

CONTRACT TYPE: Permanent Flexi

Please note that if you meet the minimum requirements for the role we will be in contact with you, however should we not contact you within 14 working days please consider your application unsuccessful. We thank you for showing interest in this role and we wish you all of the best in your future endeavors.