Call Centre Agents

Bluespec Holdings; Gauteng; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Bluespec Holdings is seeking a dedicated call centre representative to handle incoming calls in Gauteng. You will ensure all calls are captured in Dreamtec and resolved within set SLAs while delivering personalized service to clients.

You must understand policy wording and procedures, escalate issues to a supervisor when needed, and be prepared to work shifts and overtime as required. Emphasis on accuracy and compliance with client requirements will define success in this role.

Responsibilities

• Answer incoming calls courteously within SLA.
• Manage all cases professionally and efficiently within the correct time frames.
• Provide personalized customer service by responding to client needs.
• Ensure that all calls are captured on the relevant system (Dreamtec).
• Clear knowledge of our corporate client’s policy wording, systems, protocols and procedures.
• Identify and escape 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 offering.

Job description

Purpose of the job:

• Answer incoming calls courteously within SLA
• Manage all cases professionally and efficiently within the correct time frames
• Provide personalized 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 escape 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 offering