Junior Contact Centre Agent (6-month contract)

About the role

As the Junior Contact Centre Agent, you will report to the Team Leader: Contact Centre. You will render client service by responding to, processing, and resolving customer requests and queries via telephone and email. You will provide clients with information regarding RMA products, reduce risk by adhering to internal processes, and deliver a consistent, quality client experience.

Responsibilities

• Handle customer inquiries both telephonically and by email:
  • Answer calls and respond to emails
  • Maintain desk SLA through adherence to schedules, defined processes, and workplan
  • Follow up on customer calls where necessary
  • Document all call information according to standard operating procedures
  • Complete call logs and issue reference numbers to customers
  • Manage and resolve customer complaints
  • Provide customers with accurate product and service information efficiently
  • Verify/authenticate client details
  • Adhere to compliance and regulatory requirements
  • Research required information using available resources
  • Update existing customer personal information
  • Assist clients to submit claims electronically and complete relevant application forms
• Identification, escalation, and/or referral of queries:
  • Identify and escalate priority issues
  • Identify, escalate, and refer queries/calls to the relevant department for action
  • Route calls to appropriate resources
• System assistance:
  • Assist clients with system-related queries (e.g., navigation issues, system defects/errors, account locked) and refer where necessary
  • Assist clients with uploading documents onto the system
  • Assist with password reset queries for online services
  • Help clients navigate the online portal, register for online services, and submit their declaration of earnings
• Ad hoc workflow assistance:
  • Support the Contact Centre team by providing assistance on client queries as needed

Requirements

• Grade 12/Matric qualification (required)
• 1 year of experience working in a Contact Centre environment in a customer service role
• Experience within a medical aid or insurance servicing environment (added advantage)
• Computer literate – Intermediate MS Office Suite
• Knowledge of customer service principles and practices
• Data-entry experience and good typing skills
• Experience in Contact Centre telephony and technology

Benefits

We offer great opportunities for personal and professional development in a stable company with 133 years of history. The role comes with a competitive salary package and various benefits. You will be part of a dedicated group of colleagues who value teamwork and collaboration.