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A Lead Centre Agent is generally expected to pursue and finalize leads upon their arrival at the contact centre. The agent’s responsibilities include contacting customers to assess lead qualifications and overseeing the lead conversion and nurturing process. Agents will frequently engage with customers through various communication channels such as email, messages, or phone calls.
Posted : December 2023
Closing Date : Unspecified
Job Title : Call Centre Agent
Job Type : Temporary
Location : Johannesburg
Salary : Market Related
Also Read : https://careerbiz.co.za/new-matric-jobs-available-now-x10/
nqf COmparison table:
Also Read : https://careerbiz.co.za/new-matric-jobs-available-now-x10/
Qualifications and Experience :
- Matric/ Grade 12/ NQF level 4 or 5 certificate or equivalent
- A background in a customer service or call centre environment.
Skills and personal attributes :
- Strong communication skills, with a focus on active listening to ask pertinent questions of customers.
- Empathy, particularly important when dealing with customers in challenging situations to build rapport effectively.
- Multitasking ability to navigate between multiple systems and communication channels seamlessly.
- Proficiency in Microsoft Office and CRM systems.
- Fluent in English.
- Problem-solving, collaboration, patience, tech-savviness, and effective socialization
Responsibilities (to mention a few) :
- Efficiently managing a high volume of calls.
- Identifying and qualifying customer needs.
- Maintaining regular communication and monitoring the progress and feedback of leads.
- Offering appropriate solutions to customers when dealers are unable to provide resolutions.
- Recording all customer interactions on the call centre database.
- Achieving targets related to the quality of conversations.
Additionally, you may be expected to take on tasks like:
- Following communication scripts.
- Capitalizing on opportunities to upsell to customers.
- Conducting customer research.
- Participating in training sessions to continuously enhance knowledge and performance.
