Senior Contact Centre Agents

RESPONSIBILITIES:
? Responsible for the supervision of a quality Contact Centre with regard to receiving manual applications, welcoming and assisting Customers (Walk-In and General Visitors) , in accordance with manual;
? Dealing with outbound calls in terms of an escalated query in terms of applications outside timeframe (e.g. 14 working days);
? Monitoring generating of cases on dashboard and follow-up the processing of manual dashboard cases received at the Contact Centre;
? Responsible for the supervision of a quality Contact Centre with regard to attending to written queries received;
? Responsible for the supervision of a quality Contact Centre with regard to attending and resolving voice calls received;
? Report to the Stakeholders Relations Practitioner on all matters regarding KPA

REQUIREMENTS & COMPETENCIES:
? Matric/NQF level equivalent,
? National Diploma in Call Centre/Marketing/Sales Service will be an added advantage.
? Computer literate
? Good command of English– verbal, presentational, written,
? Ability to develop a good relations with both internal and external clients,
? Good proficiency and navigation skills around a PC, including the internet, good keyboard skills – for accurate data input into the system;
? Good telephone etiquette, a team player; good negotiation skills with regard to finance debt collection matters.