Job Description

IF YOU ARE NOT FLUENT/ NATIVE IN THE SISWATI LANGUAGE OR STATED IN YOUR CV THEN YOU WILL AUTOMATICALLY NOT BE CONSIDEREDPrimary RoleThe 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. Speaking directly with clients via an inbound line and provide responses to general contract & transactional inquiries.Role ReportingTeam LeaderINTERVIEWS ARE ON A FIRST COME FIRST SERVE BASIS AND MUST BE AVAILABLE IMMEDIATELYPLEASE NOTE THAT THIS ROLE IS ON A FIXED TERM CONTRACT BASIS ONLY: 1 JULY 2024 - 30 APRIL 2026Key responsibilities may include but are not limited to:

• Answer call 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 escalate when required to senior agents/team leader
• Ensure own 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 to be completed in agreed SLA times
• Maintain customer quality according to set standards and business process
• Ensure full compliance to business process, legislation and standard operating processes
• Manage zero financial risk in terms of agent errors and/or authorisations (zero errors)

Experiencexc2xb7 Minimum of 1 years inbound call centre experiencexc2xb7 Customer service experiencexc2xb7 Administration experiencexc2xb7 Experience in healthcare, insurance, financial or administration industry & knowledge of relevant legislative environment is highly desirable (advantageous)Education and Applicable Systemsxc2xb7 Grade 12 (Must Have)xc2xb7 Formal Call Centre Qualifications (advantageous)xc2xb7 Proficient in MS Office Suite applicationsSalary: 9500 per month

mPower People Solutions