CALL CENTER AGENTS

PLEASE NOTE CALL AGENTS ARE REQUIRED TO HAVE PERSONAL COMPUTERS

TASKS
•Alert supervisors when there is an absence of information in the Knowledge Base;

•Analyze customer problems and research solutions using the Knowledge base software;

•Assist less experienced representatives, as necessary;

•Diagnose customer issues through process of elimination by asking probing questions;

•Document issues appropriately based on existing guidelines;

•Explain service contract provisions to dissatisfied customers;

•Provide easily understood answers adapted to the customer situation;

•Receive and respond adequately to inbound customer calls and SMS’s

•Suggest new content for knowledge base to increase customer self-service.

QUALIFICATIONS

•Certificate, Preferably degree or equivalent (Open for Students also);

•Experience with MS Office (word, outlook, Excel)

•Must be Fluent in English and excellent in Setswana, additional native languages are also preferred.

•Must be skilled a in a specialist subject (Agriculture, Local History, Local Geography, General Knowledge)

•Ability to be creative with sourcing information about various subjects at hand

•Excellent communication skills

•Ability to give full attention to what other people are saying, and to actively look for ways to help people;

•Ability to use logic and reason to identify the strengths and weaknesses of alternative solutions.

COMPETENCIES (in order of importance)

•Attention to Detail — Job requires being careful about detail and thorough in completing work tasks.

•Dependability — Job requires being reliable, responsible, and dependable, and fulfilling obligations.

•Self Control — Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.

•Concern for Others — Job requires being sensitive to others’ needs and feelings and being understanding and helpful on the job.

•High Stress Tolerance — Job requires accepting criticism and dealing calmly and effectively with high stress situations.

LINES OF COMMUNICATION
•The call Center Agent will report to the Call Center Supervisor

WORKING CONDITIONS
•Must be able to work under a flexible hour arrangement consisting of 6 hour shifts, and working night shifts at times.

For more info check Brastorne Enterprises page