Call Centre Agent

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
• 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)

License/Certification:

• RE5? (Required)

Work Location: In person

Application Deadline: 2025/08/20
Expected Start Date: 2025/09/01