Join the Interfile Team and be part of South Africa’s leading Electronic Bill Presentment and Payment company. As a fintech innovator, we design, develop, and support some of the country’s largest e-services systems, delivering smart solutions to top financial institutions, corporates, and government departments.
You'll work on large-scale systems and exciting projects used by millions. Enjoy a modern office near Monte Casino, complete with a certified gym, canteen, and great chill spaces.
The call center agent is responsible for gathering client information through telephone interactions, conducting interviews, and verifying details. The agent assesses client eligibility by comparing the provided information to established criteria. Additionally, the agent informs clients by explaining procedures, addressing inquiries, and providing necessary information.
Responsibilities:
- Professionally and courteously attend to incoming calls from users.
- Assist with responding to user emails.
- Identify, diagnose, and resolve user problems.
- Provide one-on-one problem resolution over the phone, aiming for first call resolution.
- Assist clients with registration, submissions, and payments.
- Receive, log, and assign support requests in accordance with company SLAs.
- Ensure accurate logging of calls under the correct call type, with client details correctly captured, and strive for high-standard resolution on the first call.
- Achieve benchmarks as outlined in company SLAs.
- Follow agreed procedures to respond to assistance requests, providing information to enable efficient problem resolution for users.
- Maintain accurate log entries of contacts, resolution details, and follow-up information.
- Offer detailed guidance to users on effectively using systems, products, and services, demonstrating ingenuity in applying knowledge to non-standard situations.
- Determine the source of application problems.
- Troubleshoot computer issues.
- Assist customers with questions about applications and supporting software to the best of your ability.
Requirements:
- Matric Certificate
- Call Centre Certificate - Desirable
- Minimum 6 months to 1 year call Centre experience.
- Strong proficiency with the Microsoft Office suite, specifically Excel
- Excellent written and spoken English.
- Effective communication skills.
- Customer/client-focused.
- Strong attention to detail.
- Proactive approach.
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