Senior Contact Centre Agents - Bloemfontein
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.
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.