Contact Centre Agent(x 2) REF: P3292 Advert Details Recruiter: Alexander Forbes Group Updated on: 2014-11-28 14:51:17 AA/EE: Applicable Contract Permanent Location: Sandton Available: ASAP Category: Call Centre Offer: Market Related Introduction Alexander Forbes Financial Services is looking for Call Centre Agents - Client Servicing Contact Centre to assume the role of a client servicing consultant within the call centre environment. Minimum Requirements Formal Qualifications • Grade 12 • COP an advantage • Required Experience • 1 - 2 years financial services experience • Relevant contact centre experience and understanding of processes • Above average aptitude for client servicing • Above average aptitude in dealing with clients telephonically • Proficient in MS Office (Excel, Outlook, Word, Access) • Industry knowledge (preferably employee benefit experience) • Working on CRM systems Job Specification Main Purpose To increase number of clients, number of investment accounts and assets under management, in a range of products & portfolios catering for various investment needs, by providing excellent service, and doing so as efficiently as possible while managing risk. Key Performance Areas Service Excellence Quality and accuracy of work delivered both verbally and written, meets both internal and external customer expectations and is complete without error. People Component Individuals knowledge is up to date on industry trends/changes as well as AFFS products and service offerings. Tasks assigned by Management that are not covered under operational effectiveness Assists in times of absenteeism/pressure to ensure work delivery Discretionary Additional responsibilities & making a positive contribution to the team/Branch by way of internal procedures & processes Living the AF values & making positive contributions to the Team/Branch Understanding of processes and responsibilities. Ability to work independently Overall Requirements Agent is required to take a minimum of 75 calls a day Agent needs to adhere to protocols in the CC environment pertaining to systems and process flows Agent is required to maintain an 85% Average in terms of QA and monthly assessments TCF • Ensures that TCF is understood and practiced by the people reporting to him/her, if any. • Draws on TCF management information (and potentially contributes towards the input thereof) to monitor progress in TCF and address short-comings relevant to his/her area with urgency. • Keeps abreast of latest TCF information and guidelines as from time to time • Technical Behavioral competencies (Interpersonal and Intrapersonal) • Skills • Ms Office • Communication skills (Oral and Written) • Retirement Fund Knowledge Behavioral (Interpersonal and Intrapersonal) • Ability to work under pressure • Team Player • Deadline driven • Take Initiatives • Responsible and Accountable • Resourceful Problem Solver • Ability to work with both data and people • Problem-finding ability • Pro-active/take initiatives • Ability to work independently as well as in a team Cognitive Competencies • Attention to detail • Accurate • Problem-solving TCF • Highly customer focused • Deeply ethical • Aware of his/her roles impact beyond the immediate PLEASE GO TO PNET IF YOU ARE INTERESTED IN THIS ONE
Posted on: Sat, 29 Nov 2014 07:26:29 +0000
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