/>Ensure that progress of every query logged is monitor
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KNOWLEDGE
to work with little supervision EDUCATION, QUALIFICATIONS
Overall Purpose:
The Customer Service Agent is responsible to effectively assist customers with general and specific queries and providing them with excellent service. It is imperative that accurate information is provided to the customer and that calls which cannot be reso
working relationships with relevant stakeholders (centre managers, suppliers, DC's) to ensure business objectives of customer trends, demographics and needs and monitor the activity of local competitors in order to capitalise
the dialler and telephony systems within the call centre to optimise call campaigns and Agent productivity abandon rate to exceed abandon level targets • Monitor all off phone activities time - such as (Dispo Escalate to Manager and Supervisor when required • Monitor Inbound calls received from SMS's, adjust dial recycle rules. Changing of area code dialling • Monitoring available workload • Creating of staff accounts Grade 12 2 to 3 years working experience in Call Centre on Predictive diallers, Call Logging and Telephony
You'll be responsible for proactive and reactive monitoring, swiftly addressing alerts related to service Certified IT Professional preferred. Experience with monitoring systems such as Nagios or PRTG. Minimum 4 years' experience as a Mid-Level Support Engineer in a Call Centre environment dealing with international customers
Banking & Insurance sector, Direct Marketing Association and so forth). RESPONSIBILITIES & DUTIES issues affecting BPO, Direct Marketing and Contact Centre industry, competitors and clients; Providing web correspondence for new business. Responsible for monitoring the external and internal business environment
Banking & Insurance sector, Direct Marketing Association and so forth). RESPONSIBILITIES & DUTIES issues affecting BPO, Direct Marketing and Contact Centre industry, competitors and clients; Providing web correspondence for new business. Responsible for monitoring the external and internal business environment
- dept knowledge of the Financial Intelligence centre Act Basic understanding of the ETF product requirements
- dept knowledge of the Financial Intelligence centre Act Basic understanding of the ETF product requirements
full qualifications advantage Previous contact Centre experience in a sales or retention environment background. 3-4 years working experience in a Contact Centre. Certificate in Customer Services will be an advantage