Purpose of the job:

• Answer incoming calls courteously within SLA


• Manage all cases professionally and efficiently within the correct time frames


• Provide personalized customer service by responding to the needs of the client


• Ensure that all calls are captured on the relevant system (Dreamtec)


• Clear knowledge and understanding of our corporate client’s policy wording, systems, protocols and procedures


• Identify and escalate issues to supervisor


• Call avoidance from other call Centre agents


• Fraudulent activities from other call Centre agents


• Misconduct


• Must be able to work shifts and overtime when required


• Determine eligibility by comparing client information to requirements and product offering