Call Centre Agent: Inbound at Liberty Group South Africa

Purpose

To provide callers with a first time resolution to queries in order to provide quality service within the required SLA framework, business rules and regulatory requirements through the execution of predefined objectives as per agreed SOPs.

Minimum Experience

• 1 - 2 years experience in a similar environment

Minimum Qualifications

• Further Education and Training Certificate (FETC) [NQF Level 04] in Consumer Services

Additional Minimum Qualifications

Outputs

Process

• Adhere to prescribed timekeeping standards at all times and attempt to improve own standards continuously.

• Align and integrate own administrative support tasks and activities in accordance to required response time, quality and service delivery standards.
• Respond promptly to call centre calls in a professional manner, ensuring an excellent and accurate client service in enhancing organisation reputation.
• Accountable for own work quality, standards and outputs related to policies, procedures and defined processes.
• Proactively identify problems, apply known solutions and escalate more difficult problems.
• Plan for task execution and adjust priorities against an established plan.

Customer

• Liaise and interact with customers via approved communication channels in a positive and helpful manner.
• Resolve client queries and escalate problematic queries to the correct level to ensure prompt and effective resolution, enhancing the client experience.
• Executes activities to ensure customer service delivery that meets or exceeds customer expectations aligned to Treating the Customer Fairly (TCF) principles.

Finance

• Adhere to specified standards, policies and procedures to prevent potential losses/wastage.

Learning and Growth

• Contribute positively to own area-specific knowledge improvement.

Governance

• Comply to set governance and compliance procedures and processes related to an area of work and continuously identify, rectify and escalate risks where necessary.

Competencies

Liberty Values

Technical Competencies

• Product and/or Service Knowledge (Basic)
• Call reporting (Basic)
• Handling Difficult Calls (Intermediate)
• Inbound Phone Statistics (Basic)
• Query resolution (Intermediate)
• Customer Relationship Management (Basic)

Behavioural Competencies

• Customer Orientation (Basic)
• Customer service orientation (Basic)
• Organisation and Attention to Detail (Basic)
• Interpersonal Effectiveness (Basic)
• Teamwork and Cooperation (Basic)
• Problem Solving and Analysis (Basic)
• Communicating with Impact (Basic)