CALL CENTRE AGENTS (x50 positions) – MRI Botswana

Vacancy Advertisement

Applications are invited from suitably qualified, innovative, self-driven and results oriented self driven individuals for the following vacant positions.

CALL CENTRE AGENTS x 50

Main Purpose of the Job

Reporting to the Call Centre Team Leader, the Call Centre Team Agent

will be responding to inbound and outbound calls.

Core Areas of the Job

• Responding to inbound and outbound customer calls; Identify customer needs; register the call manually and capture into the system and provide the customer with the appropriate response or recommendation regarding the relevant service action and where necessary escalates unresolved problems to the Call Centre Team Leader/Supervisor.
• Provide daily shift reports to the Call Centre Supervisor and Manager at end of the shift.
• Monitors, and tracks progress made on outstanding customer issues for resolution within reasonable turnaround times.
• Timely Dispatch of action trigger messages to relevant sections and maintains effective relationships with all key stakeholders and partners to ensure customers are given timely service.
• Relays information and messages to and from clients to relevant sources require notifications as may be appropriate.
• Records details of calls, updates, and retrieves information from computerised data systems and carry out the necessary record keeping of all incoming and outgoing fax or e-mail messages in the appropriate files.
• Maintains the highest level of confidentiality such that no data or client record is misplaced or compromised.
• Compiles/adheres to procedures and principles/requirements in the Call Centre operation.

 

Competencies & Skills

• Good listening skills
• Excellent communication skills
• Good command of both English & Sctswana
• Customer Focused
• Self-motivated & Team Player
• Computer literate

Qualifications and Experience

• BGCSE
• Certificate In Public Relations will be an added advantage.
• 1 year experience m a contact Centre and/or front desk environment.