Call Center Agent - Inbound - Claremont, South Africa

Main purpose The key objective of the role is to identify and understand customer needs, delivering a first class customer service to increase the profitability of the business while remaining committed to treating customers fairly. This is a permanent position. Key responsibilities: • Follow clear instructions and guidelines to investigate, resolve and process high volume customer enquiries delivering customer value at first point of contact • Identify and understand customer needs in order to provide a consistently high quality service • Effectively promote the client’s products and enhance customer experience and loyalty • Provide accurate information on products and services to ensure consistency across the organization and provide a reliable and trustworthy customer service • Escalate any queries, complaints and operational or regulatory risks to the relevant team to ensure they are handled and resolved in a timely manner • Ensure action is taken to increase customer retention, loyalty and build a credible reputation • Operate customer related information systems to the required standard maintaining accurate and secure records • Understand and adhere to the company and department standards, policies and procedures • Adhere to procedures, in particular, to promote a culture where customers are treated fairly and are properly informed • Customer service • Pro-active problem solving and decision-making skills • Goal orientated • High stress tolerance • Team work • Adapt to change quickly, in a fast-paced environment Experience, knowledge, skills and attributes required: • Minimum 12 months experience in customer service role (Contact center) Qualifications and Accreditation: A Matric/Grade 12 Certificate or equivalent