Contact Centre Agent – ALTRON

Title

Contact Centre Agent

KEY RESPONSIBILITIES

Handling customer interactions

• Handle incoming calls
• Manage incoming emails
• Handling incoming chats
• Make outbound calls
• Handle all inbound & outbound customer interactions
• Handle queries via Ticketing system

CORE RESPONSIBILITIES

Manage incoming customer interactions

• Answer incoming calls within SLA
• Respond to emails within SLA
• Perform installation and training on products
• Log all interactions on OFBiz

Manage outbound customer interactions

• Calls to customers to provide installation and training when required.
• Outbound calls to customers to provide feedback on queries
• Complete customer surveys

COMMUNICATIONS & WORKING RELATIONSHIPS:

Internal:

• Delter Call Centre Team
• NuPay Call Centre
• Account Managers
• Billing Department
• Sales Department
• Admin Department
• Business Support Department

Reasons for Interaction:

• Hand over of duties or request assistance
• Assist with merchant queries
• Assist with merchant queries
• Assist with billing and settlement queries
• Assist with Sales leads/queries
• Assist with application queries
• Assist with general product queries

External:

• Experian Credit Checks
• TransUnion
• Insurance companies
• Legal Soft
• Merchants

Reasons for Interaction:

• Feedback on set-ups.
• Feedback on set-ups & Query resolution.
• Feedback on set-ups & Query resolution
• Feedback on set-ups & Query resolution
• Query resolution

QUALIFICATIONS, EXPERIENCE, & SKILLS

Educational Qualifications:

• Matric is required.
• A+ / N+ or a similar technical qualification is required.
• SQL & Power BI is advantageous

Professional Qualifications

• Call Centre experience required.
• Customer service experience required.
• Financial Services experience will be an added advantage
• 1 – 2 Years Call Centre experience required.

Other requirements

• Working knowledge of Banking systems or cash loan industry advantageous
• Fluency in English and one additional language is mandatory.
• Other additional languages will be an advantage.
• Time management is essential.
• Strong oral and written communications skills.
• Must have an excellent telephone manner and customer service ethic.
• Organisational and prioritisation skills.
• Technology and system savvy.
• Basic computer & Microsoft Windows knowledge.
• Numeracy skills.
• Proven track record of being analytical.
• Ability to work in a fast-paced environment whilst still maintaining high levels of accuracy.
• Ability to maintain supreme levels of ethical behaviour and confidentiality.
• Ability to multi-task.
• Ability to identify opportunities for improvement.