About the position
JOB DESCRIPTION: Call Centre Agent - Admin
ROLE AND RESPONSIBILITIES
- Listen to calls of the Sales Agents
- Ensuring QA is done following the correct script, policy, procedure, process & tick sheet provided
- Management of calls in a professional and efficient manner
- Conduct follow-ups on calls where necessary
- Explanation of insurance principles
- Dealing with clients and processes in line with company procedures
- Optimal use of the "Call Centre" computer system
- Proficiency in English and Afrikaans (additional languages will be an advantage)
- Completion of the appropriate forms where necessary
- Ensure confidentiality of information and correctness of database information
- Any other instruction from Management
- Build positive relationships by going above and beyond with customer service, ensuring all questions, cancellations, and confirmations are addressed appropriately and maintain professional interaction
- Meet daily personal/team qualitative and quantitative targets and achieve all service, productivity, and quality objectives
- Create and maintain case management records of daily problems and remedial actions taken in a call centre database
- Leverage data and insights gathered in the call centre to recommend and influence process-improvement opportunities.
QUALIFICATION AND EDUCATION REQUIREMENTS
- Grade 12 / Matric
- RE5 qualification (Advantageous)
- FAIS qualifications (Advantageous)
- Computer literacy: MS Word, Excel, Outlook, SharePoint - and ability to learn new system quickly
- Experience working in a call centre environment (admin experience advantageous)
Desired Skills:
- Call Centre
- Administrator
About The Employer:
We are looking for an individual with experience in an FSP Call Centre, who is not only technically proficient but also a good cultural fit for our organization. The ideal candidate should demonstrate excellent communication skills, problem-solving abilities, and a track record of success in similar roles.
