Call Centre Agent – Maputo
posted 4 months ago Email JobJob Detail
-
Job ID 6189
Job Description
Call Centre Agents complete customer service tasks that ensure customers and providers have the information and assistance they need and maintain the company’s positive reputation.
Responsibilities:
- Managing large amounts of inbound and outbound calls in a timely manner.
- Answer telephone promptly and politely.
- Meet and exceed personal and department objectives and metrics.
- Obtain and enter accurate information into the Information systems of the business.
- Identifying members and Provider’s needs, clarify information, research every issue, and provide reasonable solutions.
- Inform caller of items to bring to medical appointment (including insurance card, identification docs, and if necessary, co-payments fee).
- Build sustainable relationships with Providers and Members.
- Act a liaison for the Service Providers.
- Collaborate with other call Center professionals from the providers to improve customer service;
- Escalate situations involving dissatisfied providers and members, offering patient assistance and support;
- Help to train new employees;
- Take service providers calls and provide accurate, satisfactory answers their queries and concerns.
Requirements
- Grade 12 or equivalent qualification is required for this role;
- Relevant communication or business qualification is advantageous;
- Previous experience in a call center / telephonic customer service environment of 1 year is required;
- Strong verbal and written English communication is CRUCIAL for this role;
- Need to be a person that loves helping other people;
- Friendly and professional;
- Strives and places a high value on customer excellence;
- Must have a sense of urgency and be able to work in a fast-paced environment;
- Have an adequate propensity to deal with pressure in the workplace;
- Should have an adequate level of problem solving skills.
