Contact Centre Agent

TitleContact Centre Agent

Job Description

KEY RESPONSIBILITIES

Handling customer interactions

Handle incoming calls

Manage incoming emails

Handling incoming chats

Make outbound calls

Handle all inbound & outbound customer interactions

Handle queries via Ticketing system

CORE RESPONSIBILITIES

Manage incoming customer interactions

Answer incoming calls within SLA

Respond to emails within SLA

Perform installation and training on products

Log all interactions on OFBiz

Manage outbound customer interactions

Calls to customers to provide installation and training when required.

Outbound calls to customers to provide feedback on queries

Complete customer surveys

COMMUNICATIONS & WORKING RELATIONSHIPS:

Internal:

Delter Call Centre Team

NuPay Call Centre

Account Managers

Billing Department

Sales Department

Admin Department

Business Support Department

Reasons for Interaction:

Hand over of duties or request assistance

Assist with merchant queries

Assist with merchant queries

Assist with billing and settlement queries

Assist with Sales leads/queries

Assist with application queries

Assist with general product queries

External:

Experian Credit Checks

TransUnion

Insurance companies

Legal Soft

Merchants

Reasons for Interaction:

Feedback on set-ups.

Feedback on set-ups & Query resolution.

Feedback on set-ups & Query resolution

Feedback on set-ups & Query resolution

Query resolution

QUALIFICATIONS, EXPERIENCE, & SKILLS

Educational Qualifications:

Matric is required.

A+ / N+ or a similar technical qualification is required.

SQL & Power BI is advantageous

Professional Qualifications

Call Centre experience required.

Customer service experience required.

Financial Services experience will be an added advantage

1 – 2 Years Call Centre experience required.

Other requirements

Working knowledge of Banking systems or cash loan industry advantageous

Fluency in English and one additional language is mandatory.

Other additional languages will be an advantage.

Time management is essential.

Strong oral and written communications skills.

Must have an excellent telephone manner and customer service ethic.

Organisational and prioritisation skills.

Technology and system savvy.

Basic computer & Microsoft Windows knowledge.

Numeracy skills.

Proven track record of being analytical.

Ability to work in a fast-paced environment whilst still maintaining high levels of accuracy.

Ability to maintain supreme levels of ethical behaviour and confidentiality.

Ability to multi-task.

Ability to identify opportunities for improvement.

Education

Languages

R-8610