This role delivers client service by taking inbound calls and making outbound calls in adherence to procedural, productivity and quality standards, across many products and processes.

Duties & Responsibilities

• Support the execution of retention initiatives. Deals with clients via telephone in adherence to procedural, productivity and quality standards.
• Strong support role involving sharing information and convincing client of appropriate course of action for resolution of queries.
• Exercises persuasive skills in guiding clients towards a solution.
• Takes inbound or makes outbound calls, effecting outbound calls in accordance with predetermined schedule.
• Finalises calls at point of contact where possible.
• May escalate more complex queries appropriately.
• May act as mentor to less experienced Agents.
• Fully multi-skilled across products and processes.
• May be required to stand in in support role (i.e Skills Coach) in absence of support staff.

Coaching:

• May act as mentor to less experienced agents.

Client Service Delivery:

• Deals with clients queries via telephone in adherence with productivity standards.
• Takes inbound calls and shares relevant information.
• Guides client and convinces client of appropriate course of action if necessary.
• Finalises call at point of contact where possible.
• Ensures that more complex queries are escalated appropriately.
• Makes outbound calls in accordance with predetermined schedules

Personal Effectiveness:

• Accountable for service delivery through own efforts.
• Individually accountable for managing own time, tasks and output quality for periods of 1 day to a maximum of 3 months.
• Makes increased contributions by broadening individual skills.
• Collaborates effectively with others to achieve personal results.
• Accepts and lives the company values.

Quality Assurance:

• Handles all queries in adherence with procedural and quality standards

Requirements:

Minimum of a Bachelor’s Degree from an accredited University

Experience in a similar role would be an added advantage