Call Center Agent

Reports To
Manager, RBD – Call Center
Job Purpose
Handle inbound/outbound, resolve customer issues and provide high customer service
Generic Accountabilities
Generic Accountabilities are not specified for this role
Specific Accountabilities
• Inbound calls Take inbound and handle/solve customer queries and issues
• Outbound calls Perform necessary outbound calls for solving customer issues or sales campaigns
• Service Quality Handle calls in line with customer service protocols and ensure high level of customer satisfaction
• Systems Ensure data is entered correctly into systems and all data requirements are captured
• Security Follow security processes and ensure that access to account details is in line with procedures
• Complaints Handle customer concerns by taking detailed information and logging customer service complaints
• Sales Sells additional services by recognizing opportunities to cross-sell
Job Success Factors
• High levels of customer satisfaction
• High productivity
• Security routines strictly followed
• Good identification of sales opportunities
• Accurate data inputting
• Effective handling of customer complaints
Education
Diploma Degree or Equivalent Certification/Experience in Business Administration and Management
Experience
• Fresh experience in customer-facing roles
Skills
• Knowledge of security processes
• Systems knowledge and system interrogation
• Knowledge of data capture