isiXhosa -speaking (Century City) at SURGO HR & TRAINING

Experience:

• A minimum of 12 months unbroken inbound call centre experience
• Experience in healthcare, insurance, financial or administration industry and knowledge of relevant legislative environment

Requirements:

• Passed Grade 12
• Fluent in English (Read, Write, Speak)
• Proficient in MS Office Suite applications
• Clear Criminal Record
• Available immediately
• Fixed-Term Contract
• Own transport (Advantage)
• Available immediately

Key responsibilities may include, but are not limited to:

• Answer calls 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 escalating when required to senior agents or the team leader
• Ensure that 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 are completed within the agreed SLA times
• Maintain customer quality according to set standards and business process
• Ensure full compliance to business process, legislation and standard operating processes