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