Sotho Speaking Agents, Century City, Cape Town. The key objective of the role is to identify and understand customer needs, delivering 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 and transactional inquiries.

Experience: Minimum of 18 months - 2 years inbound call center experience. Customer service experience. Administration experience. Experience in the healthcare, insurance, financial, or administration industry and knowledge of the relevant legislative environment is highly desirable (advantageous).

Requirements: Grade 12 minimum. Formal Call Centre Qualifications (advantageous). Fluent in English with a neutral spoken accent. Fluent in minimum one of the Official African Languages i.e. Sotho, Northern Sotho. Ability to speak more than one/two will be a strong advantage. Proficient in MS Office Suite applications.

Key responsibilities may include but are not limited to: Answer calls 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 your 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 workflow. Ensure that SLA is adhered to and cases to be completed in agreed SLA times. Maintain customer quality according to set standards and business processes. Ensure full compliance to business processes, legislation, and standard operating processes. Manage zero financial risks in terms of agent errors and/or authorizations (zero errors).

Critical Skills/ Competencies: Excellent communicator at all levels in an organization (verbal and written). Solution Driven, Excellent Problem solving and Accuracy skills, Self-starter, motivated, takes initiative, and can work independently. Confident in operating in a dynamic environment. Flexibility and agility, Resilient mindset, Ability to adapt to different situations as they arise (adaptive thinking). Ability to operate in a team environment. Ability to prioritize deliverables and workload accordingly (good organizational skills).

Career Path: The role would equip the incumbent with skills suitable to progress their career into various different business areas: Back Office Consultant, SME, Team Leader (Contact Centre of E-media). Contact Centre Manager.

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