Contact Centre Agent – Metropolitan Life Botswana

(Fixed Term Contract-24 months)

Introduction

Metropolitan Life Botswana is looking for two dynamic and energetic individuals to fill the position of Contact Centre Agent. Reporting to the Contact Centre Team Leader, the successful candidates will be primarily responsible for engaging clients through various communication channels; inbound and outbound calls, WhatsApp, FaceBook, Web/Live Chats.

Role Purpose

To handle inbound and outbound calls from customers, resolve queries and enquiries and provide relevant information to customers on organisation’s products and services.

Requirements

• At least a Higher National Diploma or its equivalent in marketing, sales, customer service, business or a related field is required.
• A degree in related field will be an advantage.
• Must have at least 2 – 3 years’ experience in sales or customer service.
• Working experience in a financial/ Insurance institution is an advantage.

Duties & Responsibilities

• Answer inbound calls in a timely and friendly manner
• Evaluate problems and complaints of the callers and provide proper solutions to them
• Upsell products and services
• Research needed information using available resources
• Route calls to other team members whenever needed
• Report on customer feedback
• Manage & update customer databases
• Boost customer loyalty by offering a exceptional client experience

Competencies

• Communication
• Ability to listen and solve problems
• Teamwork
• Time management
• Emphathy
• Negotiation skills
• Positive attitude
• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations
• Customer service and people skills
• Proficiency in phone, email, and chat communications
• MS application i.e. excel, word and PowerPoint

CLICK HERE TO APPLY ONLINE

Closing Date 2022/08/02