Call Centre Agent

Description

We are seeking a professional and customer-focused Call Centre Agent to handle inbound calls, provide personalised assistance, and resolve client queries within set timeframes. The ideal candidate will have strong communication skills, attention to detail, and the ability to work under pressure. You will be responsible for capturing call details on the Dreamtec system, understanding client policies, and escalating issues such as misconduct or fraud when necessary. Shift work and overtime may be required.

Responsibilities

•  Answer incoming calls courteously within SLA
•  Manage all cases professionally and efficiently within the correct time frames
•  Provide personalised customer service by responding to the needs of the client
•  Ensure that all calls are captured on the relevant system (Dreamtec)
•  Clear knowledge and understanding of our corporate client’s policy wording, systems, protocols and procedures
•  Identify and escalate issues to supervisor
•  Call avoidance from other call centre agents
•  Fraudulent activities from other call centre agents
•  Misconduct
•  Must be able to work shifts and overtime when required
•  Determine eligibility by comparing client information to requirements and product

Requirements

•  Matric

Skills & Competencies

•  Verbal and written communication skills
•  Phone skills
•  Listening skills
•  People skills Customer focus
•  Attention to detail
•  Pressure Tolerance