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Contact Centre Agent (PP3047)
Employer: Alexander Forbes
Location: Sandton
Closing Date: 03 February 2025
Category: Ops & Admin - OF6310
Job Type: Permanent
Purpose of the Job:
Provide customer service by interacting with clients via telephone and email to process information, resolve queries, and ensure timely responses.
Minimum Requirements:
Education:
- Matric (Grade 12) – Essential
- Certificate in Customer Relationship Management – Advantageous
- Contact Centre Agent Qualification – Advantageous
Experience:
- Minimum 2 years in a contact centre environment (preferably in financial services)
- 2 years' experience with CRM and VOIP systems
- Knowledge of customer service principles
- Strong data entry and typing skills
- Ability to speak more than two languages (advantageous)
Key Responsibilities:
Customer Service:
- Respond to client queries professionally and efficiently within agreed service levels.
- Manage telephone calls and emails while maintaining a professional and courteous approach.
- Log complaints accurately into the system and ensure timely resolution.
- Engage clients effectively using probing and listening skills to identify their needs.
- Provide accurate business information and escalate complex queries when necessary.
- Ensure all client interactions are documented for continuous improvement.
- Maintain up-to-date contact details for all clients.
- Support a positive team environment by sharing knowledge and assisting colleagues.
Data Management & Integrity:
- Accurately record and update client interactions and feedback.
- Ensure correct reporting by using appropriate wrap-up codes.
- Maintain a 95% capture rate with minimal errors.
Compliance & Policies:
- 100% adherence to company policies, procedures, and POPIA regulations.
- Ensure full compliance with divisional SLAs and protocols.
- Act as a brand ambassador, representing Alexander Forbes' values.
Customer Satisfaction & TCF Compliance:
- Treat customers fairly (TCF) and build strong relationships.
- Identify opportunities to cross-sell Alexander Forbes' products.
- Maintain a high level of customer satisfaction through quality service.
Personal Development:
- Attend and actively participate in training and coaching sessions.
- Apply feedback to improve performance and meet business objectives.
- Maintain a positive and respectful workplace environment.
Competencies & Skills:
Business & Functional Skills:
- Time management and problem-solving skills
- Adaptability in a fast-paced environment
- Customer service and negotiation skills
- Effective verbal and written communication
- Attention to detail and ability to follow up
- Ability to handle stress and difficult situations professionally
Core Competencies:
- High-quality work standards
- Fast and efficient service delivery
- Reliability and consistency
- Technical proficiency in CRM and contact centre tools
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