Call Centre Operator - CashMaster, Midrand at Fidelity Services Group

Providing a professional and efficient service to customers handling of incoming telephone calls. He/she also has the responsibility of dealing with customers who prefer to contact the company through the Internet (e-mails), text messages, or any other electronic medium.

Minimum Requirements:

• Must possess good communication skills, especially for listening. This is necessary in a bid to ensure a clear retrieval and passage of information to customers.
• Must have good interpersonal skills to always enable an easy flow with customers.
• Must be able to multi-task and manage time properly and effectively.
• Must be able to adapt to different situations and individuals.
• Ability to prioritize in the face of multiple tasks or assignments.
• Ability to work as part of a team.
• Ability to work with little or no supervision.
• Must be always self-driven.
• Must have good knowledge of customer relationship or customer service practices.
• Must have good data entry and typing abilities.
• A minimum of high school diploma
• A higher degree would be of great advantage.
• Must be able to work shift and 
• At least 2 years of work experience in a call centre environment

Key Performance Areas: (not totally inclusive)

• Take customer calls and provide accurate, satisfactory answers to their queries and concerns.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support.
• Assisting clients with complaints of any nature and directing them to the correct department.
• Call clients and customers to restart devices and get CIT slips for signals not received.
• Guide callers through troubleshooting or using the products or services and assist with First line support.
• Review customer or client accounts, providing updates and information about CIT collections, Payments etc.
• Collaborate with other call centre professionals to improve customer service.
• Help to train new employees and inform them about the company’s customer management policies.
• Responsible for managing a whole lot of incoming and outgoing calls in the organization.
• Build long-lasting relationships with customers.
• Keep a comprehensive record of all calls and/or conversations in the organization’s call centre data bank.
• Make sure that whatever response given to the customer(s) is in line with pre-organized communication scripts that have been prepared for different topics that cover customer-related issues.
• Route calls to the appropriate channel(s).
• Move complex issues or complaints to supervisors.
• Willing to work during extended odd hours and/or during holiday periods.
• Reporting on calls logged, open calls not closed and technician performance.
• Assisting with assuring quality control is in place when assisting clients over the phone.

Core Competencies

• Strong communication, both written and verbal
• Great active listening skills
• Exceptional interpersonal and rapport building skills.
• A patient and empathetic attitude
• Strong time management and organizational skills
• Adaptability and flexibility
• Comfortable working in fast-paced environments
• Troubleshooting skills, either basic or advanced, depending on the role and industry
• Computer literacy
• Phone skills, including familiarity with complex or multi-line phone systems
• In-depth knowledge of a company’s products and/or services. (Training will be provided)
• Expertise in the customer service area they focus in, such as accounts, sales, technical support or another area
• Ability to speak multiple languages, especially those common among callers

Skills

• Analytical
• Communication
• Critical thinking
• Diplomacy
• Leadership and team building
• Change management
• Project management
• Persuasion and influencing
• Judgement and decision making
• Service orientation