Job Ref #: BSH-216
Industry: Telecommunications
Job Type: Permanent
Positions Available: 1

Job Description

Job Functions:

• Answer incoming calls courteously within SLA
• Manage all cases professionally and efficiently within the correct time frames
• Provide personalised customer service by responding to the needs of the client
• Ensure that all calls are captured on the relevant system (Dreamtec)
• Clear knowledge and understanding of our corporate client’s policy wording, systems, protocols and procedures
• Identify and escalate issues to supervisor
o Call avoidance from other call centre agents
o Fraudulent activities from other call centre agents
o Misconduct
• Must be able to work shifts and overtime when required
• Determine eligibility by comparing client information to requirements and product 

Job Requirements

Key relationships

External – Service Providers and Insurance Companies
Internal – Customer Service, Contact Centre, Finance, Procurement, HR, Dreamtec

Critical experience

        Verbal and written communication skills
• Phone skills
• Listening skills
• People skills Customer focus
• Attention to detail
• Pressure Tolerance

 
Minimum education:

Matric - ideal