FIXED TERM CALL CENTRE AGENT (x31 positions) – MRI Botswana Limited

MRI Botswana Limited is a citizen-owned private company providing a variety of services including emergency medical assistance and pre-hospital care, emergency medical training, contact centre solutions, integrated primary healthcare services, and pharmaceutical services. The company is looking for suitably qualified, experienced, self-driven and dynamic professionals for the following vacant positions tenable in Gaborone.

FIXED TERM CALL CENTRE AGENT X 31

Main Purpose of the Job

Reporting to the Call Centre Team Leader, the Call Centre Agent will be responding to inbound calls and making outbound calls where required.

Key Performance Areas

• Dealing with in-bound and out-bound customer calls, identifying customer needs, registering the call and capturing into the system.
• Providing the customer with the appropriate response or recommendation regarding the relevant service action and where necessary escalating unresolved problems to the Call Centre Team Leader/ Supervisor.
• Monitoring and tracking progress made on outstanding customer issues for resolution within reasonable turnaround times.
• Timely dispatching of action trigger messages to relevant sections, maintaining effective relationships with all key stakeholders and partners to ensure customers are given timely service.
• Recording details of calls, updating, retrieving information from computerized data systems and carrying out the necessary record keeping of all incoming and outgoing fax or e-mail messages in the appropriate files.
• Maintaining the highest level of confidentiality such that no data or client record is misplaced or compromised.
• Complying and adhering to procedures, principles and requirements in the Call Centre Operation.

 

Qualifications and Relevant Experience

• BGCSE or equivalent
• Business Qualification at Certificate or diploma level.
• Customer service certificate will be an advantage
• Experience in a customer service and business development
• 1 year experience in a contact centre and/ or front desk environment

 

Key Competencies & Skills

• Good listening skills
• Excellent Communication skills
• Good command of both English and Setswana
• Customer focused
• Self-motivated & team player
• Computer literate