Main Purpose of the Job:
Reporting to the Call Centre Team Leader, the Call Centre Agent will be responsible for responding to inbound calls and making outbound calls where required.
Key Performance Areas:
– Handling inbound and outbound customer calls, identifying customer needs, registering and capturing call details into the system.
– Providing the customer with appropriate responses, resolutions, or recommendations, and escalating unresolved problems to the Call Centre Team Leader/Supervisor.
– Generating sales leads through telemarketing and selling additional products and services.
– Monitoring and tracking progress on outstanding customer issues to ensure timely resolution.
– Dispatching messages to relevant sections and maintaining effective relationships with key stakeholders to ensure timely service delivery.
– Recording call details and updating computerized data systems, ensuring accurate record-keeping for incoming and outgoing fax or email messages.
– Maintaining high levels of confidentiality to avoid compromising data or client records.
– Complying with procedures, principles, and requirements within the Call Centre operation.
Job Requirements & Experience:
– BGCSE or Business Qualification at Certificate or Diploma Level.
– Proficiency in both spoken and written Setswana and English.
– Customer service certificate will be an advantage.
– Experience in customer service and business development.
– 1 year of experience in a contact centre and/or front desk environment.
Key Competencies & Skills:
– Excellent communication skills.
– Good command of both English and Setswana.
– Customer-focused.
– Sales acumen skills.
– Self-motivated and a team player.
– Computer literate.
Application Instructions:
Applications should include a cover letter, resume, and certified certificates. Send them to:
Human Resources Business Partner
Email: recruitment@mri.co.bw
Closing Date: Friday 4th October 2024
Note: Only shortlisted candidates will be responded to.