Contact Centre Agent

Role review

• The Call Centre Agent is responsible to answer all inbound calls and attend to all walk-in visitors, identify the caller / visitor, respond to the enquiry / request either verbally or in writing and process and accurately record all information received within the set service level agreements. The Call Centre Agent is responsible to return voice messages and abandoned calls and contact members to obtain outstanding information. The Call Centre Agent provides assistance to the employer, member, the consulting and claims teams and external service providers. The Call Centre Agent reports to the Call Centre Manager.

Key responsibilities

• Answer incoming calls promptly, ideally within three rings, and provide professional assistance.
• Welcome and assist all walk-in visitors in a courteous and professional manner.
• Verify caller or visitor details and complete the required security checks before discussing member information.
• Investigate and resolve enquiries relating to member benefit statements accurately and efficiently.
• Identify urgent matters and escalate them appropriately by completing the required escalation documentation.
• Listen actively to understand the caller's or visitor's needs, concerns and expectations.
• Ask relevant questions and confirm the enquiry to ensure a full and accurate understanding of the request.
• Provide clear, accurate and timely responses or solutions, with the aim of resolving enquiries to the caller's or visitor's satisfaction.
• Manage difficult or emotional conversations professionally, using tact and empathy to de-escalate concerns and resolve issues effectively.
• Maintain a high standard of customer service and professionalism in all telephonic and face-to-face interactions.
• Deliver professional, courteous and empathetic service to all callers and visitors, recognising the impact of tone, attitude and communication style on the customer experience.
• Represent the company positively and professionally in all interactions.
• Treat each enquiry or request individually and provide appropriate support to achieve client satisfaction.
• Manage difficult or sensitive interactions calmly and respectfully, using empathy and sound judgement.
• Work effectively as part of the Call Centre team and support colleagues to achieve shared service objectives.
• Multi-task effectively by managing calls, updating system records, taking notes and completing all required post-call administration.
• Maintain accurate and complete records of all customer interactions and actions taken.
• Respond to allocated emails within 24–48 hours with clear, accurate and appropriate responses.
• Work in an organised and efficient manner to ensure tasks are completed accurately and within required timelines.
• Adhere strictly to Fund rules, applicable legislation, administration procedures, internal policies and service level agreements.
• Maintain required quality standards and identify opportunities to improve processes and service delivery.
• Meet agreed productivity and quality targets.
• Attend all required internal and external training and development activities.
• Take ownership and accountability for allocated tasks and follow them through to completion.
• Build and maintain effective working relationships with internal departments to support efficient service delivery.
• Perform duties diligently, accurately and in the best interests of the company.
• Protect and promote the company's reputation, business interests and goodwill.
• Participate in organisational initiatives, events and employee forums as required, including Occupational Health & Safety and Employment Equity forums.
• Perform any other reasonable duties aligned with operational and business requirements.

Essential Knowledge and skills

• Communication Skills: Strong verbal and written communication abilities to interact effectively with customers.
• Active Listening: Ability to listen attentively to customer needs and concerns to provide appropriate solutions.
• Problem-Solving: Strong analytical skills to identify issues and find effective resolutions quickly.
• Multitasking: Ability to handle multiple inquiries simultaneously while maintaining a high level of service.
• Empathy: Capability to understand and relate to customer emotions, providing compassionate support.
• Time Management: Efficiently managing time to handle calls and tasks within set timeframes.

Experience

• Customer Service Experience: Previous experience in customer service or a contact centre environment is often preferred.
• Sales Experience: Experience in upselling or cross-selling products and services can be beneficial.
• Technical Proficiency: Familiarity with using computers and technology, including navigating various software applications quickly.
• Training: Completion of relevant training programs in customer service, communication, or problem-solving techniques.

Qualification requirements

• Matric Certificate: A minimum requirement is often a Grade 12 certificate National Senior Certificate.
• Further Education: Additional qualifications in customer service, communications, or business administration can be advantageous