Contact Centre Agent

🗏Job Type

Full Time

Description

To effectively assist clients with enquiries within the call centre in order to deliver a satisfactory and professional service to customers and stakeholders.
To improve stakeholder experience and satisfaction in dealings with NOSA.
Qualifications / Skills

Matric
At least 2 years in call centre operator role
Experience or qualifications in sales advantageous
NOSA Product knowledge advantageous
Telesales skills
Good communication skills
Good computer literacy especially in Microsoft applications
Good interpersonal skills

Ability to work under pressure
Learning and researching
Typing
Problem solving
Ability to process large volumes of work
Fluent in English and at least 1 of the other national languages, the more the better
Responsibilities

Customer Calls: **

Responsible for inbound and outbound customer calls done in the correct manner by call centre
Responsible for the answering of customer questions accurately and timeously by call centre
Ensure utilization of sales techniques by call centre to maximize revenue opportunities
OMS System Administration: **

Upload proof of payments on OMS (Operational Management System) correctly
Ad hoc OMS administration as required
Stakeholder Relations**

To resolve and log queries efficiently and within a professional timeframe and to ensure client satisfaction
Establish good relationships with clients, suppliers and internal staff
Call clients to verify details, answer questions and attempt to LOCK in dates for their training
Follow up on delegates who did not submit all registration docs
Reschedule clients if they don’t attend course as scheduled
Do confirmation calls a few days prior to the starting date of course
Request re-write & pre-requisite exemptions
General Administration**

Perform scanning, photocopying, and filing of documents of call centre
Ensure the privacy and security of confidential information according to POPI
Perform other ad-hoc administrative tasks when required

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