SUMMARY OF POSITION
As a Call Centre Agent, you will be expected to operate across both inbound and outbound environments.
ROLES AND RESPONSIBILITIES
- Professionally handling inbound queries from clients and relevant third parties
- Ensuring unresolved queries are followed up and resolved within the agreed turnaround times
- Answering inbound calls timeously and delivering accurate, helpful responses
- Managing and resolving email queries as required
- Making outbound calls to collect outstanding information necessary for query resolution
- Following up with clients, providing clear and comprehensive feedback
- Keeping stakeholders updated throughout the query resolution process
- Maintaining accurate records of all client interactions
- Data capturing and accurate documentation of cases
- Supporting ad hoc tasks and administrative functions as and when required
- Keeping up-to-date with product knowledge through ongoing assessments and internal learning
Any other reasonable duties and responsibilities in line with your capabilities and at the request of your Superior
JOB REQUIREMENTS
- Matric (Grade 12) is required
- FAIS accreditation / RE5 qualification required
- Afrikaans speaking - able to communicate professionally in Afrikaans
- A relevant tertiary qualification is advantageous
- Minimum 12 months of call centre experience
- Proficient in English and at two other South African languages (advantageous)
- Excellent numeracy and literacy skills
- Clear, professional verbal and written communication
- Previous experience in the healthcare or medical insurance industry is a strong advantage
KEY COMPETENCIES
- Client-focused with a commitment to service excellence
- Strong numerical and verbal reasoning ability
- Active listening skills, with the ability to accurately identify problems
- Assertive yet patient and tolerant when managing client expectations
- Proactive problem-solver, showing initiative and ownership
- Excellent time management and organisational skills
- High level of professionalism and accountability
- Strong attention to detail and accuracy in all work
Job Type: Full-time
Application Question(s):
- What is your salary expectation for this role?
Education:
- High School (matric) (Required)
Language:
- Afrikaans (Required)
License/Certification:
- RE5? (Required)
Work Location: In person
Application Deadline: 2025/08/20
Expected Start Date: 2025/09/01