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Lancet laboratories: Contact Centre Agent

  • Post author:
  • Post published:Oct 14, 2021
  • Post category:Jobs

Job Summary:
Handles inbound or outbound calls or other forms of communication from customers assisting and providing relevant information and excellent customer service.

Minimum Criteria Required:
Grade 12

1-2 Yrs Relevant Working Experience

Relevant Job Knowledge:
Business processes and services
Computer literate
Contact Center Industry Standards and Benchmarking
Quality management system

Key Performance Areas:

  • Receives and make customer contacts, ensuring customer satisfaction at all times
  • Responds to customer enquiries to ensure that customers receive correct and adequate information.
  • Provide customers with product and service information (Accounts and results), ensuring customer satisfaction.
  • Display professionalism at all times ensuring compliance to industry quality standards.
  • Research required information using available resources to ensure that adequate information is available for decision making purposes.
  • Identify and escalate priority issues/queries to ensure that supervisors are aware of highly dissatisfied customers and provide solutions to increase customer satisfaction and retention.
  • Follow up customer contacts where necessary to increase customer satisfaction ensuring customer loyalty.
  • Complete administrative functions ensuring QA standards compliance and credibility.
  • Route and redirect customers to appropriate resources to ensure that customers are assisted promptly by relevant parties.
  • Comply with statistical requirements ensuring quality standards at all times.
  • Comply with quality standards.
  • Comply with operational requirements of the department, ensuring adequeate operations and customer satisfaction.
  • Adhere to reasonable instruction, apart from what is prescribed in the working instructions, from management.
  • Maintain confidentiality of customer’s personal data and other information to protect the privacy customers and integrity of the organisation, ensuring QA compliance and credibility.
  • Meet organisational customer service objectives, ensuring organisation credibility
  • Oversees housekeeping issues including filing and general office tidiness to ensure a safe and healthy work environment.

Ability to use own initiative
Analytical skill
Attention To Detail
Confidentiality / Sensitivity
Ethical behaviour
Planning and organising
Stress management
Telephone etiquette

Compensation is commensurate with qualification and experience level.

Special Requirements:
Must have Gr12 or advantage BsC.
Must work over weekends & Public Holidays, and different sites.
Must speak Afrikaans & English.

Closing date: 20 October 2021