Contact Centre Agent

A career opportunity exists for the right candidate in Bloemfontein Free State
Shift work including weekends and public holidays will be required

Reference No: 857029

An opportunity has presented itself to appoint a suitably qualified candidate into the position of Contact Centre Agent. This is a Permanent position based at Bloemfontein Free State.

Job Summary:

Handles inbound or outbound calls or other forms of communication from customers assisting and providing relevant information and excellent customer service.

Minimum Criteria Required:

Grade 12 or relevant NQF level 4 qualification

Experience:

1-2 Yrs Relevant Working Experience

Relevant Job Knowledge:

Business processes and services
Computer literate
Contact Center Industry Standards and Benchmarking
Quality management system

Key Performance Areas:

Receives and make customer contacts, ensuring customer satisfaction at all times
Responds to customer enquiries to ensure that customers receive correct and adequate information.
Provide customers with product and service information (Accounts and results), ensuring customer satisfaction.
Display professionalism at all times ensuring compliance to industry quality standards.
Research required information using available resources to ensure that adequate information is available for decision making purposes.
Identify and escalate priority issues/queries to ensure that supervisors are aware of highly dissatisfied customers and provide solutions to increase customer satisfaction and retention.
Follow up customer contacts where necessary to increase customer satisfaction ensuring customer loyalty.
Complete administrative functions ensuring QA standards compliance and credibility.
Route and redirect customers to appropriate resources to ensure that customers are assisted promptly by relevant parties.
Comply with statistical requirements ensuring quality standards at all times.
Comply with quality standards.
Comply with operational requirements of the department, ensuring adequeate operations and customer satisfaction.
Adhere to reasonable instruction, apart from what is prescribed in the working instructions, from management.
Maintain confidentiality of customer’s personal data and other information to protect the privacy customers and integrity of the organisation, ensuring QA compliance and credibility.
Meet organisational customer service objectives, ensuring organisation credibility
Oversees housekeeping issues including filing and general office tidiness to ensure a safe and healthy work environment.

Competencies:

Ability to use own initiative
Analytical skill
Assertiveness
Attention To Detail
Communication
Confidentiality / Sensitivity
Ethical behaviour
Planning and organising
Stress management
Telephone etiquette

Remuneration:

Compensation is commensurate with qualification and experience level.

Covid-19 Vaccination Requirements:

Lancet Labs is committed to providing a safe working environment for employees, patients, clients, visitors and members of the public with whom we interact regularly. We believe that vaccination is a vital tool to reduce the presence and spread of COVID-19 cases in the workplace and is the key element in a multi layered approach to protect staff. All applicants will need to provide a valid certificate of full vaccination status and agrees to booster vaccinations, as the country’s vaccination policy changes, with the possibility of additional booster shots if required. Lancet Laboratories reserves the right to apply its vaccination policy when screening applications.

PLEASE NOTE