Job Description

JOB PURPOSEThe Call Centre Administrator is responsible for handling all first line customer and stakeholder enquiries through the various channels as well as making outbound calls to address existing and potential customers regarding the services and products that we offer and manage. The ideal candidate will possess excellent communication skills, a positive attitude, and a passion for sales.RESPONSIBILITIESAdministration Responsibilities

• Handling and logging of all first line customer and stakeholder enquiries on the predefined systems
• Initiate outbound phone calls to customers utilizing provided leads or answers and responds to incoming calls
• Utilize multiple software systems efficiently to access customer information, update records, and maintain processes
• Demonstrate excellent written and verbal communication skills to effectively engage with customers and convey product information
• Maintains positive attitude consisting of cooperation, self-motivation, courtesy, and professionalism
• Display soft skills, such as empathy and active listening, to build rapport and establish trust with customers during interactions
• Meet or exceed mandated timelines and comply with turnaround time, productivity, and quality standards set by the company
• Respond to enquiries and queries (prioritizing as appropriate), investigate problems, and develop remedial plans to resolve problems within acceptable time parameters
• Conduct retention conversations with customers over the phone, highlighting product features, benefits, and upselling opportunities
• Escalate incidents and problems as appropriate to enhance timeous resolution
• Follow up with customers, providing feedback, guidance and information to clients and service providers

Customer Service

• To offer excellent customer service to all internal and external customers
• To display a customer orientation
• To embody the customer is king philosophy

Collaboration

• The ability to work in conjunction with other internal and external parties towards the achievement of a common goal.

Operational Compliance

• Follow a straightforward mandatory procedure to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct

BEHAVIOURAL COMPETENCIES

• Communicates Effectively
• Customer Focus
• Ensures Accountability
• Being Resilient
• Interpersonal Savvy
• Action Oriented
• Optimizes Work Processes
• Situational Adaptability
• Demonstrates Self-Awareness
• Plans and Aligns

SKILLS

• Navigates Customer Challenges
• Verbal Communication
• Customer-Focused Approach
• Manages Resistance
• Understands Customer Needs
• Adaptive Mindset
• Policy and procedures

EDUCATION

• Matric

EXPERIENCE

• 1 - 2 years experience in an in/outbound Contact Centre
• 6 months or more experience in a customer service role
• Contact Centre Operational Skills
• Strong team player with excellent verbal and written communication skills
• Demonstrated organizational skills, including the ability to multitask, prioritize tasks, and follow up promptly
• Flexibility to work a varied and adaptable schedule as required
• Exceptional customer service skills, with a focus on active listening, clear verbal and written communication, and maintaining a professional telephone demeanour
• Basic understanding of company products, services, and policies
• PC literacy with a solid understanding of basic computer functions and software usage
• Proficiency with computer systems and ability to navigate software applications efficiently
• Capability to ask probing questions and effectively diffuse tense situations with customers
• Strong time management and decision-making abilities to prioritize tasks effectively

Blue Label Telecoms