MRI – LOCUM CALL CENTRE AGENT

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, innovative and dynamic individuals to join their team.

LOCUM CALL CENTRE AGENT

Main Purpose of the Job

As a Locum, you will be contracted to the MRI Call Centre where your primary responsibilities will include responding to all Call Centre calls within the standards set by individual service providers. You will also be tasked with delivering professional and quality world class customer service that exceeds both MRI’s corporate standards and those set out in the service contract signed by MRI and the customer.

Key Accountabilities

• Respond to customer calls in a courteous and professional manner
• Achieve first call resolution
• Provide accurate information about products and services
• Handle complaints and queries diligently
• Ability to provide solutions to customers using effective probing techniques
• Ability to discern issues that need escalation and act accordingly
• Ensure that information given to clients is correct and relevant
• Maintain a balance between business and customer needs
• Ensure that information is correctly captured and logged in relevant applications

Key Competencies

• Excellent communication skills (both English and Setswana)Telephone Etiquette
• Communication skills
• Interpersonal skills
• Computer literacy
• Innovative
• Team Player
• Copes with pressures and set backs

Job Requirements, Experience, Skills and Core Competencies

• Diploma in Business Studies or at least a Certificate in a business-related programme
• Previous Call Center experience will be an added advantage