Call Centre Agent

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Minimum Skills and Knowledge Required: •Standard 10 / Grade 12 or equivalent •Minimum of 3 years experience in a busy call centre or similar •Excellent business English, both verbal and written •Established proficiency in email management •Good interpersonal skills and ability to communicate effectively •Availability to work extended hours as per operational requirements
Behavioural Dimensions Required: •Verbal and written communication skills •Listening skills •Problem analysis and problem solving •Customer service orientation •Organizational skills •Stress tolerance •Resilience •Honest and hardworking •Passionate about getting things done right, first time, every time •Team player •Meticulous attention to detail •Sense of urgency •Good attitude towards clients and co-workers •Leading your team and making sure their tasks are done. •Motivate and report on progress of your teams •Follow up and follow through on projects that are handed over for Carbon and live chat. •Identify areas of improvements and escalate these to management. •Ensuring online targets are met.
Brief Description of Key Performance Areas: •Answer calls and respond to emails; •Handle customer enquiries both telephonic ally and by email; •Research required information using Amtrack; •Manage and resolve customer complaints; •Provide customers with product and service information; •Update Amtrack with customer details and order information; •Process orders, forms and applications when required; •Identify and escalate priority issues; •Follow up on customer calls within prescribed time frame; Produce and submit reports as required; •Sell additional services by recognizing opportunities to up-sell accounts; explaining new features. •Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments. •Follow through on everything till the end and the client is happy. •Adhere to Amrod rules and regulations; •Protect the integrity of the company at all times •Assist in other activities as required from time to time •Comply with HSE policy and maintain a neat and tidy work environment.

Job ID : , #1016, 581 views,

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