Customer Call Centre Agent

Customer Call Centre Agent

Government Internship

Purpose of the job: Reporting to the Team Leader: Customer Call Centre. The successful incumbent is responsible for providing administrative duties, answering calls from both internal and external stakeholders as well as to attend to queries and provide information.

Minimum Requirements

• National Diploma in Communications/Customer Service or Call Centre related qualification.
• Call Centre/Help Desk qualification will be an added advantage
• Relevant 2 years’ experience in a client service-related environment.

Technical and Behavioral Competencies Required

• Planning, Organising and coordinating.
• Personal mastery.
• Judgement and decision making.
• Ethics and values.
• Client service orientation.
• Computer literacy.
• Organisational administration.
• Telephone etiquette.
• Listening skills.
• Knowledge of claims processes and procedure.

Key Perfomance Areas Discover more

Professional development courses

• Business & Industrial
• Salary comparison tool
• Ensure Client Interface (Telephonic, Direct, Email and Social Media)
• Assist claimants with completing and correctly filling the claims forms.
• Assist claimants with details of claims officer.
• Access information in thr system per claim when required to.
• Conduct client interviews to provide customer service required by the client.
• Provide 1st time line customer service.
• Assist 1st time claimants with correct information and procedure on how to claim.
• Log onto social media for queries and provide feedback.
• Help resolve queries from internal and external stakeholders.
• Provide follow-up on queries, on behalf of claimants and provide feedback.

Complaints Management

• Log customer compalints for action and escalate to customer complaints handling section.
• Respond to the complainant with prepared resolution.
• Input or update the relevant details into the claims system that will provide the best advice that is relevant to the claimsnt’s individual or circumtance.
• Completion of the complaint form online and forwad /direct it to thr complaints department.

Document Administration

• Scan all documents received from walk in clients.
• Receive scanned documents from clients and scan to relevant departments.
• Acquire scanned POA and forwad to handler for update and correspondence.

Data Capture

• Update notes in the system with accurate and descriptiive information of the client’s details.
• Send emails with necessary forms or directly to the client.
• Send emails to handler or senior with a query and requests to update the information of claims systems.
• Record and correctly save documents received from clients.

Stakeholder Relations

• Ensure that PAIA request are adhere to support marketing initiatives.

Advantageous Requirement

• People with Disabilities (PWD)