The Call Centre Administrator is responsible for handling all first-line client and stakeholder enquiries through various channels and making outbound calls to existing and potential customers regarding our services and products. The ideal candidate will possess excellent communication skills, a positive attitude, and a passion for sales.
Work Level: Junior
Job Type: Permanent
Salary: Market Related
Location: Midrand
Responsibilities
Administration Responsibilities:
- Handle and log all first-line client and stakeholder enquiries on predefined systems.
- Initiate outbound phone calls to customers using provided leads or respond to incoming calls.
- Utilize multiple software systems to access client information, update records, and maintain processes.
- Demonstrate excellent written and verbal communication skills to engage with customers and convey product information.
- Maintain a positive attitude, demonstrating cooperation, self-motivation, courtesy, and professionalism.
- Display soft skills, such as empathy and active listening, to build rapport and establish trust with customers.
- Meet or exceed mandated timelines and comply with turnaround time, productivity, and quality standards.
- Respond to enquiries and queries, investigate problems, and develop plans to resolve issues within acceptable time frames.
- Conduct retention conversations with customers, highlighting product features, benefits, and upselling opportunities.
- Escalate incidents and problems as necessary to ensure timely resolution.
- Follow up with customers, providing feedback, guidance, and information to clients and service providers.
Customer Service:
- Provide excellent customer service to all internal and external customers.
- Display a customer-oriented approach.
Collaboration:
- Work effectively with internal and external parties towards achieving common goals.
Operational Compliance:
- Follow mandatory procedures to ensure work is carried out to required quality standards and adhere to regulatory codes and internal codes of conduct.
Requirements
Behavioral Competencies:
- 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 demeanor
- 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
- Ability to ask probing questions and effectively diffuse tense situations with customers
- Strong time management and decision-making abilities to prioritize tasks effectively
CALL CENTRE ADMINISTRATOR X5 (MIDRAND)
