Call Centre Agent

Reporting to the Team Leader

Role Summary

Support and provide superior customer care service via phones and web enquiries to handle and resolve complaints, provide information in response to inquiries, both as a receiver and caller.

Key Work Outputs And Accountabilities

Customer Service Complaint Handling Web & Chat Outbound Customer Feedback Support ( Performance indicator)

Call monitoring indicators

Telephony Performance

Volumes of Inbound calls handled

Volumes of outbound calls

Average duration of calls

Accuracy of log updates

Complaints

Customer satisfaction

Average speed to completion

Call monitoring Scores

Speed of responses to emails

Email response accuracy

Chat quality and responses

Obtain scores for service provided and detailed feedback

Skills And Competencies

Does what they say they will do to delight customers and achieve our goals every day

Understands the customer better than anyone

Ensures all activities and decisions make life better for customers We value productive, long lasting relationships with our colleagues and customers. Work Level 1s (and everyone in the company) communicates well.

Keeps colleagues and customers informed about changes that affect them

Listens to peoples needs and concerns, and act on what they tell us

Is honest, focused and straightforward in conversations.