M-KOPA Contact Centre Agent

Based in Randburg

Shifts between 07:00 am- 20:00 pm

Working from Monday to Monday including public holidays- 45 hours week scheduleÂ

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OVERALL PURPOSE OF JOB:

Process customer service and technical service enquiries through inbound calls and provide end-to-end service.

Main Responsibilities will include but will not be limited to :

Must be able to communicate with customers professionally and articulately.

Must be able to present benefits/opportunities of the sales or service in an effective manner.

Identify and respond to the customer needs from all demographics, delivering a high quality, professional service to these customers.

Exercise appropriate soft skills when dealing with difficult customers.

Ensure correct listening skills and probing techniques are used to establish relevant information.

Be able to effectively communicate with the team leader and team members.

To ensure that every day query is logged accordingly.

Ensure that customers are informed as to the progress of queries logged but not resolved.

Ensure that the customers are called and the resolution is confirmed before queries are closed.

Ensure that progress of every query logged is monitor

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KNOWLEDGE AND SKILLS:

Good communication skills verbally and written in English.

Must be able to display proven computer literacy

Able to work under pressure

Goal driven

Ability to work with little supervision

Contact Centre skills training

Call handling skills

Telephone etiquette skills

Understanding of website navigation functionalities, technology savvy

6 months experience in an Outbound sales Contact Centre environment;

EDUCATION, QUALIFICATIONS, EXPERIENCE NECESSARY:

Grade 12

At least 2 years’ relevant experience, preferably in sales / financial industry / Retail industry .

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MUST HAVE GRADE 12

Willing to work shifts (ranging from 07h00am to 20h00pm)