Response call centre agent

Job Summary:

The response Call centre agents manage emergency and routine telephone calls from clients across different product ranges.

The agent is responsible for taking appropriate measures to assist clients in resolving diverse inquiries.



Core Functions:

Manage the Integrated Emergency Response (IER) application

Operate a multi-line telephone console and alert system

Maintain accurate records on each request for assistance

Perform emergency medical dispatch and crisis intervention services

Obtain pertinent information necessary to the dispatch process

Use the network to exchange information with other law enforcement and/or emergency response units

Determine the level of priority of calls and enter information into computer-aided dispatch system

Any other relevant instructions pertaining to the department and issued by the Manager



Qualifications, experience and Requirements:

Grade 12

BAA / First Aid Level 3

Strong command of the English language - both written and verbal

Reliable /own transport

Prepared to work shifts (12 Hours, Day or Night as scheduled)

Experience on a Computer Aided Dispatch system or healthcare environment

Administration experience



Key performance Indicators:

Accurate management of emergency calls

Ability to find solutions to uncommon problems

Key competencies, skills or attributes

Excellent Computer skills

Understand basic dispatch codes, as well as standard abbreviations

Able to prioritise a large volume of calls

Maintain patience and efficiency

An active listener

Able communicate effectively trough clear speech and hearing

Ability to work under stressful situations

Ability to remain calm in stressful situations

Team player as well as independently

Responsible

Accountable

Honest, hardworking and humble.


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Job id : , #68867, 99 views,

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