The key objective of the role is to identify and understand customer needs, delivering a first class customer service to increase the profitability of the business while remaining committed to treating customers fairly. Speaking directly with clients via an inbound line and provide responses to general contract and transactional inquiries.
Experience
- Minimum of 12 months unbroken inbound call centre experience
- Customer service experience
- Administration experience
- Experience in healthcare, insurance, financial or administration industry and knowledge of relevant legislative environment is highly desirable (advantageous)
- Passed Grade 12
- Fluent in Sotho (Read, Write, Speak)
- Fluent in English (Read, Write, Speak)
- Proficient in MS Office Suite applications
- Clear Criminal Record
- Available immediately
- Fixed Term Contract
- Own transport (Advantage)
- Answer call and respond to customer requests
- Provide customers with product and service information
- Identify, research, and resolve customer issues using the in-house operating system
- Complete call logs and reports
- Assisting irate members and escalate when required to senior agents/team leader
- Ensure own productivity levels are maintained, and quality standards are met at all times
- Performing daily administrative functions and accurately capturing required information to various CRM systems
- Adhere to and support Company policies and practices
- Ensure that cases are reviewed and actioned
- Monitor Average Handling Time in line with standards
- Adhere to work schedule / occupancy and monitoring work flow
- Ensure that SLA is adhered to and cases to be completed in agreed SLA times
- Maintain customer quality according to set standards and business process
- Ensure full compliance to business process, legislation and standard operating processes
- Excellent communicator with all levels in an organisation (verbal and written)
- Solution Driven
- Excellent problem-solving and Accuracy skills
- Self-starter, motivated, takes initiative and can work independently
- Confident in operating in a dynamic environment
- Flexibility and agility
- Resilient mind-set
- Ability to adapt to different situations as they arise (adaptive thinking)
- Ability to operate in a team environment
- Ability to prioritise deliverable and work load accordingly (good organisational skills)
- The salary, R9500
- Monday to Friday 08:00 to 17:00
- Every second Saturday 08:00 till 12:00
- Century City
LRW88YW6 in subject heading or email body.
Surgo (Pty) Ltd will consider all applications in terms of its Employment Equity (EE) and is committed to maintaining diversity in its appointments. Surgo (Pty) Ltd, therefore also encourages people with disabilities and from other diverse backgrounds to apply. Due to the high volume of applications, should you not receive feedback within three months upon submission, you can assume your application was unsuccessful, and we encourage you to reapply. Your CV will be kept on our database for us to contact you should any future vacancies become available. If you do not wish for us to keep your CV for any other positions, please email recruitment@surgo.co.za.
