Job Description

Smollan is inviting applications for a Call Centre Agent: Inbound position based in JHB North, Gauteng.

The successful candidate will provide callers with first-time resolution to queries while delivering quality service within the required SLA framework, business rules, regulatory requirements, and standard operating procedures.

This role is suitable for candidates with Matric / NQF Level 4 and 1 - 2 years’ experience in a similar call centre or customer service environment.

Responsibilities

• Respond promptly to inbound call centre calls in a professional manner.
• Provide accurate client service to enhance the organisation’s reputation.
• Provide first-time resolution to customer queries where possible.
• Resolve client queries and escalate complex or problematic queries to the correct level.
• Liaise and interact with customers through approved communication channels.
• Deliver customer service that meets or exceeds customer expectations.
• Follow Treating the Customer Fairly principles.
• Adhere to prescribed timekeeping standards.
• Plan task execution and adjust priorities according to work requirements.
• Align administrative support tasks with response time, quality, and service delivery standards.
• Proactively identify problems and apply known solutions.
• Escalate more difficult problems when required.
• Follow policies, procedures, and defined processes.
• Comply with governance and compliance procedures.
• Identify, rectify, and escalate risks where necessary.
• Adhere to standards, policies, and procedures to prevent losses or wastage.
• Contribute to area-specific knowledge improvement.
• Maintain high-quality call records and call summaries.
• Use call tracking systems accurately and efficiently.

Requirements

• Matric / NQF Level 4.
• 1 - 2 years’ experience in a similar environment.
• Must be able to work according to standard operating procedures.
• Must be able to provide quality customer service.
• Must be able to handle inbound calls professionally.
• Must be able to resolve customer queries effectively.
• Must meet FAIS requirements.
• Must successfully achieve the required regulatory checks, qualifications, and accreditation to be classified as a Representative and Supervisee as specified by the FSCA.

Behavioural Competencies

• Customer orientation.
• Communicating with impact.
• Customer service orientation.
• Teamwork and cooperation.
• Problem-solving and analysis.
• Interpersonal effectiveness.
• Organisation and attention to detail.

Technical Competencies

• Customer relationship management.
• Product and service knowledge.
• Query resolution.
• Inbound phone statistics.
• Handling difficult calls.
• Call reporting.

Skills

• Inbound call centre support
• Customer service
• Query resolution
• Call handling
• Communication skills
• Listening skills
• Problem-solving
• Customer relationship management
• Attention to detail
• Teamwork
• Time management
• Call reporting
• Conflict handling
• Professional telephone etiquette
• Compliance awareness
• Ability to follow procedures