Job Ref #: 49570
Industry: Call Centre
Job Type: Contract
Positions Available: 2

Job Description

Call Centre Agent: Inbound

Purpose:

To provide callers with a first time resolution to queries in order to provide quality service within the required SLA framework, business rules and regulatory requirements through the execution of predefined objectives as per agreed SOPs.

 

Outputs

Process:

Accountable for own work quality, standards and outputs related to policies, procedures and defined processes.

Proactively identify problems, apply known solutions and escalate more difficult problems.

Plan for task execution and adjust priorities against an established plan.

Adhere to prescribed timekeeping standards at all times and attempt to improve own standards continuously.

Align and integrate own administrative support tasks and activities in accordance to required response time, quality and service delivery standards.

Respond promptly to call centre calls in a professional manner, ensuring an excellent and accurate client service in enhancing organisation reputation.

Customer:

Executes activities to ensure customer service delivery that meets or exceeds customer expectations aligned to Treating the Customer Fairly (TCF) principles.

Liaise and interact with customers via approved communication channels in a positive and helpful manner.

Resolve client queries and escalate problematic queries to the correct level to ensure prompt and effective resolution, enhancing the client experience.

Finance:

Adhere to specified standards, policies and procedures to prevent potential losses/wastage.

Learning and Growth:

Contribute positively to own area-specific knowledge improvement.

Governance:

Comply to set governance and compliance procedures and processes related to an area of work and continuously identify, rectify and escalate risks where necessary.

 

Behavioral Competencies:

Customer Orientation:

The ability to interact with customers in an effective and efficient manner.

Competency Definition: Puts customers first and is eager to please them in line with company standards. Develops and sustains productive customer relationships.

Behavioural Indicators: Puts customers first and is eager to please them in line with company standards.  Responds quickly when servicing customers. Shows courtesy, sensitivity, humanity and empathy and appreciates diversity in customers. Uses customer feedback to improve service.

Communicating with Impact:

Readily maintains open and consistent communication with other.

Must be able to exchange information and ideas in a clear and concise manner appropriate for the audience, in order to explain, persuade, convince and influence other to achieve the desired outcomes.

Knows the importance of being clear and direct in all forms of communication. Knows how to listen actively. Knows that there are different types of message and mediums (e.g. email, face to face) to communicate in. Knows the importance of tailoring the conversation to the audience. Knows why it is important to take other's perspectives into account when communicating

Customer service orientation:

Responds appropriately to customer requests.

Commits to achieving and maintaining high quality results and provides a prompt, suitable and personalised service to customers that meets their needs.

Responds appropriately to customers requests. Takes personal responsibility for following through and providing accurate answers to customers expressed needs (eg inquiries, requests, and complaints) within the organisation''s policies and procedures.

Teamwork and Cooperation:

The ability to participate as a team member.

Cooperates with others to accomplish common goals; works with employees within and across his or her department to achieve shared goals; values the contributions of others.

Assumes personal responsibility and follows up to meet commitments to others. Deals honestly and fairly with others, showing consideration and respect. Shares experiences, and actively encourages the development of appropriate knowledge and best practices with team members. Understands the goals of the team and each team members role. Willingly gives support to coworkers and works collaboratively rather than competitively.

Problem Solving and Analysis:

Able to systematically identify, analyse and resolve existing and anticipated problems.

Must be able to systematically identify, analyse and resolve existing and anticipated problems in order to reach optimum solutions in a timely manner.

Demonstrates an ability to quickly assess a situation and determine best solution. Ensures that decisions are made based on policies, rules, and organisational directives in order to solve problems in the best interests of all stakeholders.

Interpersonal Effectiveness:

Interacts with others in an effective and efficient manner.

The ability to influence a wide range of diverse individuals and groups positively.

 Ability to engage people. Demonstrates initiative. Possesses good judgment and decision-making skills. Understands the organisation.

Organisation and Attention to Detail:

Is attentive in basic, routine, repetitive tasks.

The extent to which one systematically employs a standard system for the organisations work processes and related resources and an overall concern for integrating all aspects of the task, situation and or work related problem

Keeps a provided operational task checklist readily accessible. Seeks clarification when necessary. Uses time and resources productively to complete assigned tasks.

 

Technical Competencies

Customer Relationship Management:

Able to demonstrate concern for customer expectations and needs.

Treats customers with courtesy and sensitivity. Builds positive rapport. Makes extra effort to satisfy customer needs. Meets commitments to customers.

Product and/or Service Knowledge:

Applies elementary concepts of knowledge / skill to develop activities assigned under supervision.

Provide a service or sell a product through an awareness of the product or service.

Displays understanding of different products and their key features. Able to explain the key features and how the different product/service can be used. Able to match stated customer needs to product/service offering. Demonstrates knowledge of the product and/or service branding.

 

Query resolution:

 

In depth knowledge and application of query resolution methodology.

 

The ability to handles queries affectively and formulate appropriate responses

 

Ensures responses are structured, clear and concise and are initiated in a timely fashion. Formulates responses relevant to clarifying a particular problem or issue. Prepares an appropriate response to effectively address the core of the query.

 

Inbound Phone Statistics:

 

Applies elementary concepts of knowledge and skill.

Able to achieve pre-assigned quota of calls in set parameters.

Able to achieve pre-assigned quota of calls in set parameters and to organisational standard.

 

Handling Difficult Calls:

Applies concepts of knowledge and skill and requires guidance.

Diffuses difficult situations in order to address customers problems effectively.

Able to diffuse difficult situations in own area. Allows the customer to express feelings. Ds not allow own feelings (anger, rejection, offense) to control responses. Expresses empathy for customers situation.

 

Call reporting:

 

Summarizes calls clearly and concisely & displays expected level of accuracy.

 

The knowledge and skills required to keep an accurate record of calls.

 

Demonstrates facility with call tracking system. Enters information quickly. Displays expected level of accuracy. Summarizes calls clearly and concisely; Uses correct terminology.

Job Requirements

Minimum Experience:

1 - 2 years experience in a similar environment

FAIS Requirements:

This role requires the incumbent to successfully achieve the requisite regulatory checks, qualifications and accreditation to be classified as a Representative (Rep) and Supervisee as specified by the FSCA.

Minimum Qualifications:

MATRIC: NQF Level 04