Job Functions:

•  Answer incoming calls courteously within SLA
•  Manage all cases professionally and efficiently within the correct time frames
•  Provide personalised customer service by responding to the needs of the client
•  Ensure that all calls are captured on the relevant system (Dreamtec)
•  Clear knowledge and understanding of our corporate client’s policy wording, systems, protocols and procedures
•  Identify and escalate issues to supervisor
  • Call avoidance from other call centre agents
  • Fraudulent activities from other call centre agents
  • Misconduct
•  Must be able to work shifts and overtime when required
•  Determine eligibility by comparing client information to requirements and product 

Requirements
Key relationships

• External – Service Providers and Insurance Companies
• Internal – Customer Service, Contact Centre, Finance, Procurement, HR, Dreamtec

Critical experience

• Verbal and written communication skills
•  Phone skills
•  Listening skills
•  People skills Customer focus
•  Attention to detail
•  Pressure Tolerance

Minimum education:

• Matric – ideal