Contact Centre Agent
Permanent ·
Requirements:
Grade 12 and National Diploma in Business Studies; Consumer Studies; Management Studies; Marketing or relevant equivalent qualification IDEAL Degree in Business Studies; Consumer Studies; Management Studies; Marketing or relevant equivalent qualification EXPERIENCE 2-3 years Call-center or Client-services experience Prior exposure to CRM systems and quality-assurance frameworks would be advantageous
Description:
The Contact Centre Agent serves as the primary point of contact for SACAA clients, delivering prompt, accurate information and ensuring outstanding customer experience in line with our Service Level Agreements (SLAs). Contact Centre - Client Engagement & Enquiry Management Handle 50–70 inbound calls daily, courteously and efficiently. Log and track all client interactions in the CRM until full resolution. Provide first-line information, clarifying client needs and directing more complex issues to specialist teams when necessary. Uphold agreed SLAs, ensuring every enquiry is responded to within the defined Service level standards. Quality Assurance & Compliance Accurately record all customer interactions and adhere strictly to Contact-centre procedures. Meet or exceed internal quality-assurance benchmarks on every call. Monitor personal SLA adherence and proactively address any potential delays.
Company: SACAA