Call Centre Agent

A dynamic team is expanding and looking for the right talent. Reporting To: Supervisor/Manager Key Responsibilities: - Take customer calls and provide accurate, satisfactory answers to their queries and concerns. - De-escalate situations involving dissatisfied customers, offering patient assistance and support. - Call clients and customers to inform them about the company’s new products, services, and policies. - Guide callers through troubleshooting, navigating the company site or using the products or services. - Active listening skills for determining customer needs - Patience to deal with frustrated customers in a polite, professional manner - The ability to follow call scripts, if needed - Collaborate with other call centre professionals to improve customer service. - Provide friendly, courteous service to customers always and ensure they finish their call with you satisfied and happy. - Escalate customer complaints to the complaints team or management. - Work in line with company KPI’s regarding call volume and service levels. Minimum Qualifications - Undergraduate. - At least minimum of 4 years of working in customer service role (HMO / Insurance only) Technical Competencies: - Strong communication, both written and verbal - Great active listening skills - Exceptional interpersonal and rapport building skills. - A patient and empathetic attitude - Strong time management and organizational skills - Adaptability and flexibility - Comfortable working in fast-paced environments - Computer literacy - Phone skills, including familiarity with complex or multi-line phone systems. - In-depth knowledge of a company’s products and/or services - Expertise in the customer service area they focus in, such as accounts, sales, technical support, or another area. - Able to multi-task effectively. Behavioural Competencies: - Ability to work under pressure and multitask effectively. - Good Verbal communication & interpersonal Skills. - Attention to Detail. - Persuasive