Call Centre Agent – French Speaking

  Answer incoming calls promptly and professionally, ensuring a friendly and helpful experience.

  Listen actively to member concerns, demonstrate empathy, and identify their needs.

  Provide accurate information about the company products, business opportunities, and policies.

  Assist with order queries, product details, technical support, and complaint resolution.

  Strive for first-call resolution to minimize follow-ups and enhance member satisfaction.

  Escalate unresolved issues to the appropriate department or team leader when necessary.

  Handle all interactions with patience, professionalism, and a positive attitude.

  Adapt communication style to suit different member personalities and needs.

  Offer tailored solutions that support members in achieving their business goals.

  Manage difficult conversations effectively, ensuring member retention.

  Maintain service quality by following scripts and standard operating procedures while keeping a personal touch.

  Accurately log interactions, resolutions, and escalations in the system.

  Maintain detailed records for quality assurance, reporting, and follow-up purposes.

  Handle sensitive information in compliance with company policies and regulatory requirements (e.g., POPIA).

  Monitor personal KPIs, such as call handling time, customer satisfaction scores, and quality assurance ratings.

  Manage high call volumes efficiently while maintaining service excellence.

  Stay up to date with company policies, promotions, product updates, and system changes.

  Adapt to evolving processes and member expectations in a fast-paced environment.

 Participate in ongoing training sessions (e.g., Zenzele) to enhance product knowledge, customer service skills, and problem-solving abilities.

  Work closely with colleagues and team leaders to enhance overall service delivery.

  Share best practices and support team initiatives to improve efficiency.

  Seek and apply feedback for continuous improvement in service delivery.

  Contribute to a positive and high-performing team culture.

  Day to day timekeeping with regards to start and end of shift as well as breaks throughout the workday.

  Consistent or no unexplained absenteeism without sufficient reason or warning in accordance with Company policy and guidelines.

  Planning is done efficiently so that every possible effort to avoid overtime is taken.

 Consistent or no unexplained absenteeism without sufficient reason or warning in accordance with Company policy and guidelines.

 Planning is done efficiently so that every possible effort to avoid overtime is taken

Is articulate in giving presentations; is eloquent and explains things well; projects social confidence when articulating information.

Is meticulous in finding errors; ensures accuracy by being thorough and checking details; produces high quality work by being detailed.

Is open to taking up learning opportunities; is quick in acquiring knowledge and skills; develops expertise by updating specialist knowledge.

Writes fluently when documenting facts; understands arguments logically; focuses on finding facts.

Analyses and processes information; asks probing questions; strives to find solutions to problems.

Is target focused and meets deadlines; is punctual and keeps to schedule; is reliable in finishing tasks.

Stays calm and relaxed during events; is not worried and tolerates stress levels; is composed in dealing with pressure.

Takes action to make things happen; uses initiative to start things up; shows drive and invests personal energy.

After-hours availability when required (especially during peak periods)

National Senior Certificate

1 – 2 years’ experience in a Call Centre or Customer Service environment is an advantage. (1 – 2 years)

Computer literacy, including proficiency in MS Office (Word, Excel, Outlook).

Multilingual skills (advantageous, depending on company requirements – French and English

Proficiency in relevant CRM systems and call centre software is beneficial.