Tswana-speaking at SURGO HR & TRAINING

Job Description

The key objective of the role is to identify and understand customer needs, deliver first-class customer service to increase the profitability of the business, and remain committed to treating customers fairly. Speaking directly with clients via an inbound line and providing responses to general contract and transactional inquiries.

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 Tswana (Read, Write, Speak)
• Fluent in English (Read, Write, Speak)
• Proficient in MS Office Suite applications
• Clear Criminal Record
• Fixed-Term Contract
• 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

Critical skills and competencies:

• 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 deliverables and work load accordingly (good organisational skills)