Inbound Call Centre Agent - Edenvale Verfied

Salary Negotiable Edenvale, Gauteng Edenvale, Gauteng more than 14 days ago 18-09-2017 9:53:38 AM
13-11-2017 9:53:38 AM
INBOUND CALL CENTRE AGENT
Jet Park

Our client in the office automation industry is looking for a Inbound Call centre Agent

KEY PURPOSE
Efficient and optimal logging of calls received in our mailbox in line with SLA’s and minimum performance standards. Handling of phone calls and assisting with query resolution.

KEY OUTPUTS:

Business knowledge
Understanding response times and ensuring speedy responses are provide to customers internal and externally.
Ensuring the inbound emails are kept to an absolute minimum as speed and efficiency is key.
Accurately and correctly capturing information into our system.

Customer Service
Liaise between in-house sales reps, service agents, customers, warehouses and engineers in order to ensure calls are responded to within SLA.
Perform on going evaluation and review of:
•?Speed of response
•?Communication quality
•?Systems
Identify sensitive clients and interact special customer requirements with service agents in order to improve service delivery

Standards and Procedures
Keeps manager abreast of issues but takes initiative to expedite problems on their own.
To ensure continuous improvement in response times and service quality and ensure best operating practices.
Assist in the identification and implementation of planning tools and systems.
Oversee the planning and routing functions of all Service Controllers to ensure calls are resolved within SLA.


KEY ATTRIBUTES AND COMPETENCIES:
Flexible
High energy
Logical
Organised
Proactive
Able to manage stress

Microsoft (all packages)

QUALIFICATIONS / EXPERIENCE:

Matric
Computer literate in MS Office
Microsoft Excel (Intermediate)
Knowledge and/or experience with Microsoft CRM will be advantageous
General geographical knowledge

SALARY R8K TO R10K Dependent on experience