Call Centre Agent

Full job description

Job Description

To action incoming or outgoing customer calls, electronic communications and queries as per agreed standard operating procedures to ensure customer needs and business objectives are met.

Act responsibly with work related resources to contribute to cost containment.

Address customer needs in order to meet or exceed customer expectations.

Build and maintain stakeholder relationships.

Contribute to a culture of service excellence that builds positive relationships and provides opportunity for feedback and exceptional service.

Innovate to improve customer experience by continuously looking for better and more efficient ways of doing things.

Be flexible and adapt to changing circumstances.

Deliberately seek diverse opinions, build on ideas and do not duplicate effort.

Participate in the innovation process in the business and contribute toward new innovations against objectives.

Plan and complete activities within area of work to meet set time and quality standards.

Adhere to schedules to perform assigned work Attend (and facilitate) meetings as and when required.

Maintain documentation and share information with the team where applicable.

Execute own work in accordance with the organisational values and code of ethics.

Comply with and adhere to identified governance and compliance standards and escalate problems for investigation and resolution.

Identify and escalate risk as normal part of work.

Industries: Financial Services

Function: Telemarketing and Telecalling