Customer Call Centre Agent

Customer Call Centre Agent Centurion Permanent Admin and Office Management ~ Sales / Marketing / Communications
Centurion - Gauteng

Customer Call Centre Agent Centurion Permanent

Salary: up to Rpa (Based on Experience)

Purpose of the role:

Reporting to the Team Leader:
Customer Call Centre, the successful incumbent is responsible for providing administrative duties, answering calls from both internal and external stakeholders as well as to attend to queries and provide information.

Minimum Requirements and

Experience:

• National Diploma (N6) in:
• Communications/ Customer Service or Call Centre related qualification.
• Call Center/ Help Desk qualification will be an added advantage.
• Relevant 2 years experience in a client service-related environment.
• Knowledge of the MVA Claims processes and procedure.
• Proficiency in English and other South African languages.
• Persons with disabilities (PWD) are encouraged to apply.

Key Performance Areas:

Ensure Client Interface (Telephonic, Direct, Email and Social Media)

• Assist claimants with completing and correctly filling in The Company claim forms.
• Assist claimant with details of claims officer.
• Access information in the system per claim when required to.
• Conduct client interviews to provide customer services required by the client.
• Provide 1st line customer service.
• Assist 1st time claimants with correct information and procedure on how to claim.
• Log onto social media to for queries and provide feedback.
• Help resolve queries from internal and external stakeholders.
• Provide follow-up on queries, on behalf of claimants and provide feedback.

Complaints Management

• Log customer complaints for action and escalate to customer complaints handling section.
• Respond to the complainant with prepared resolution.
• Input or update the relevant details into the claims system that will provide the best advice that is relevant to the claimants individual or circumstance.
• Completion of the complaint form online and forward/direct it to the complaints department.

Document Administration

• Scan all documents received from walk in clients.
• Receive scanned documents from clients and scan to relevant departments.
• Acquire scanned POA and forward to handler for update and correspondence.

Data Capture

• Update notes in the system with accurate and descriptive information of the clients details.
• Send emails with the necessary forms or directly to the client.
• Send emails to handler or senior with a query and requests to update the information of claims system.
• Record and correctly save documents received from clients.

Stakeholder Relations

• Ensure that PAIA requests are adhered to Support marketing initiatives.

NB:
Should you not be contacted within 2 weeks of your application, please consider it as unsuccessful.

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