Call Centre Agent

Are you all about client services and addressing customer concerns? Are you NCR & NCA compliant with the ability to meet deadlines? Do you love working with people and ensuring they feel heard? Then you are our CALL CENTRE AGENT.

This role plays an integral part in our team, as you are the first point of call between our customers and the Company. Therefore setting the tone for customer satisfaction.

Great, so who is a good fit?

A specialist who is an expert in communication and who displays a high degree of emotional intelligence. Responsible for the relationship between the Company and the Client, as well as someone who has amazing organisation and timekeeping skills. You are self-motivated and self-driven with an unwavering ability to continuously learn and improve.

You may be wondering, what does the duties include?

• Obtains client information by answering telephone calls; interviewing clients; verifying information.
• Informs clients by explaining procedures; answering questions; providing information.
• Maintains communication equipment by reporting problems.
• Review customers credit profiles.
• Affordability regulations functioning within the NCR & the NCA.
• Sell products and place customer orders in the computer system
• Sell products and place customer orders in the computer system.
• Answer inbound calls in a timely and friendly manner.
• Evaluate problems and complaints of the callers and provide proper solutions to them.
• Respond to the needs of customers and provide personalized service.
• Provide information on the company’s products or services and generate interest in the offer.
• Upsell products and services.
• Research needed information using available resources.
• Process orders, forms, and applications.
• Route calls to other team members whenever needed.
• Make relevant notes from customer interactions.
• Identify any issues that customers might be struggling with.
• Report on customer feedback.
• Complete call logs and reports.
• Manage & update customer databases.
• Follow-up on customer calls.
• Boost customer loyalty by offering a proper experience over the phone.

Are there any specific skills and attributes required?

• Ability to build strong relationships.
• Effectively identify problems as soon as they arise.
• Analysis of stumbling blocks to find positive solutions.
• Ability to develop alternative solutions to common issues.
• Identify critical factors which will affect certain outcomes.
• Accurately evaluate options and establish priorities.
• Anticipate outcomes and identify consequences.
• Reason well in contexts requiring quantitative analysis.
• Open and honest communication regarding products.
• Actively listen to others to determine approach to be taken.
• Ability to persuade individuals so as to see reason.
• Successful creation and implementation of negotiation strategy.
• Ability to interact comfortably with a diverse group of people.
• Ability to show empathy and an active listener.
• Excellent verbal and written communication.
• Ability to provide concise and relevant information.
• Ability to provide advice when needed.
• Effectively communicate when issues arise.
• Ability to work alongside team to achieve a common goal.
• Be mutually accountable for all projects taken on.
• Communicate openly and honestly with rest of team.
• Ability to encourage differences and opinions.
• Ability to perform tasks in an organised manner.
• Set personal goals and ensure the achievement thereof.

Take a look at the what the requirements for this amazing job is

• Matric.
• 1 year call centre experience.
• Micro Finance background beneficial.
• NCR & NCA compliant.
• Technical Proficiency and Understanding in/of Products/Services.
• Computer literate.
• Good oral and written communication abilities.
• Familiar with telephone and computer technology.
• Knowledge Retention and Recall.