Call Centre Agent Opportunity
Organization: The National Credit Regulator
Closing Date: 10 October 2014
Introduction
The National Credit Regulator (NCR) has a vacant positions for a Call Centre Agent. The NCR is an equal opportunity organisation which offers competitive market related packages.
Requirements
• A Grade 12 certificate or relevant equivalent qualification; a certificate in debt counselling will be an added advantage.
• At least one year’s call centre experience in a customer service industry with a good all round knowledge of call centre operations.
Duties
• Act as point of first contact with stakeholders and thus representing the face of the NCR
• Interface with consumers via inbound calls or faxes for the purpose of resolving debt counselling enquiries
• Retrieving messages and returning calls timeously
• Probe and query consumers to assess needs and provide useful information on debt counselling matters
• In cases where the customer requires more specialized solutions and the agent is unable to help, the agent will
• escalate the call to the relevant person/persons
• Contribute ideas on ways to resolve operational challenges to better serve the customers
• Participate in activities designed to improve customer satisfaction and business performance
• Competently update and retrieve records on the Complaints Management Systems and deal with other administrative functions as required
Skills
• Basic computer proficiency
• Clear communication skills
• Ability to listen with empathy and to interpret information correctly
• Good time management skills
• Strong interpersonal and problem solving skills
• Conflict management skills
• A strong service and results orientation
• Team player with the ability to multi task
Knowledge
• Debt counselling procedures
• Background on the National Credit Act
• Legal/court procedures
• Banking industry products and services
How to Apply?
Suitable persons should send a detailed CV quoting the relevant reference number to: [email protected]
Correspondence will only be entered into with short listed candidates. The National Credit Regulator reserves the right not to make an appointment.
