Dutch (Fluent) Client Care Agent

NB: This position is based in Umhlanga Rocks

We are looking for someone who will be able to fulfill the following requirements:

To provide inbound and outbound telephonic services to internal and external clients subject to the requirements of the specific projects the agent may be allocated to.

Key Performance Areas:

• Receipt and handling of inbound & outbound calls.
• Ensure that calls are answered timeously, handled efficiently, politely, and professionally.
• Ensure that careful attention is paid to the information being provided by the caller.
• Provide accurate information/instructions to the caller, if required.
• Ensure that the call is carefully listened to for accurate understanding.
• Accurately comprehend the information that has been provided.
• Ensure the confidentiality of the information relating to the call.

Preparation of Reports (as required) and accurate record keeping:

• Accurately capture the details received from the call.
• Produce professional and detailed reports.
• Assume responsibility for the accuracy and completeness of all tip-off reports.
• Evaluate the urgency & sensitivity of information received from callers and demonstrate sound judgement in prioritizing and escalation of the matter.

Quality and risk management:

• Adherence to all controls implemented to protect the confidentiality of information provided and the anonymity of whistleblowers.

General administration:

• Follow correct procedures.
• Provide assistance where required.

About You:

You would need to have the following qualifications:

• A minimum of a matric qualification plus 2 - 3 years working experience in a customer service-oriented position is a prerequisite for this position.
• Any formal qualification will be an advantage.

You would need to have the following Experience and Technical competencies:

• 2 - 3 years working experience, preferably in a contact centre, would be an advantage.
• An excellent command, i.e., 100% fluency in the Dutch and English languages is a necessity.
• Fluency in any other foreign language, i.e., Arabic, French, Spanish, or German will be an advantage.
• Fluency in any other SA official language would be preferred and would be an advantage.
• Ability to work shifts, public holidays, and on weekends (project and call centre dependent) will be required.