Call Centre Administrator X5 – Company Name

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Job Details

Work Level: Junior
Job Type: Permanent
Location: Midrand

Job Description

Job Purpose

The Call Centre Administrator is responsible for handling all first line customer and stakeholder enquiries through the various channels as well as making outbound calls to address existing and potential customers regarding the services and products that we offer and manage. The ideal candidate will possess excellent communication skills, a positive attitude, and a passion for sales.

Responsibilities

Administration Responsibilities

Handling and logging of all first line customer and stakeholder enquiries on the predefined systems
Initiate outbound phone calls to customers utilizing provided leads or answers and responds to incoming calls
Utilize multiple software systems efficiently to access customer information, update records, and maintain processes
Demonstrate excellent written and verbal communication skills to effectively engage with customers and convey product information
Maintains positive attitude consisting of cooperation, self-motivation, courtesy, and professionalism
Display soft skills, such as empathy and active listening, to build rapport and establish trust with customers during interactions
Meet or exceed mandated timelines and comply with turnaround time, productivity, and quality standards set by the company
Respond to enquiries and queries (prioritizing as appropriate), investigate problems, and develop remedial plans to resolve problems within acceptable time parameters
Conduct retention conversations with customers over the phone, highlighting product features, benefits, and upselling opportunities
Escalate incidents and problems as appropriate to enhance timeous resolution
Follow up with customers, providing feedback, guidance and information to clients and service providers

Customer Service

To offer excellent customer service to all internal and external customers
To display a customer orientation
To embody the “customer is king” philosophy

Collaboration

The ability to work in conjunction with other internal and external parties towards the achievement of a common goal.

Operational Compliance

Follow a straightforward mandatory procedure to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct

Requirements

Communicates Effectively
Customer Focus
Ensures Accountability
Being Resilient
Interpersonal Savvy
Action Oriented
Optimizes Work Processes
Situational Adaptability
Demonstrates Self-Awareness
Plans and Aligns

Skills

Navigates Customer Challenges
Verbal Communication
Customer-Focused Approach
Manages Resistance
Understands Customer Needs
Adaptive Mindset
Policy and procedures

Education

Matric

Experience

1 – 2 years’ experience in an in/outbound Contact Centre
6 months or more experience in a customer service role
Contact Centre Operational Skills
Strong team player with excellent verbal and written communication skills
Demonstrated organizational skills, including the ability to multitask, prioritize tasks, and follow up promptly
Flexibility to work a varied and adaptable schedule as required
Exceptional customer service skills, with a focus on active listening, clear verbal and written communication, and maintaining a professional telephone demeanour
Basic understanding of company products, services, and policies
PC literacy with a solid understanding of basic computer functions and software usage
Proficiency with computer systems and ability to navigate software applications efficiently
Capability to ask probing questions and effectively diffuse tense situations with customers
Strong time management and decision-making abilities to prioritize tasks effectively