Retirement Fund Call Centre Agent

Position Name Retirement Fund Call Centre Agent
 Reports to Call Centre Manager
 Division  Admin
Key Performance Objectives

  • Attending to phone calls of the customers
  • Anticipating problems and needs of the customers
  • Able to handle calls in a pressure environment
  • Be able to maintain confidentiality of the valuable information
  • Identify and escalate priority issues
  • Be capable of handling issues and complaints with providing solutions to the customers
  • Provide information in an efficient and accurate manner
  • Must be aware of every aspect related to Retirement Fund Administration in terms of processes, products and services and policy procedures.
  • Manage and resolve customer complaints
  • Efficient to manage heavy calls flow
  • Document all call information according to standard operating procedures
  • Complete call logs
  • Produce call reports
Minimum Qualification

  • Matric certificate.

  • Sound experience in Pension Fund admin
  • Good computer skills
  • Good interpersonal skills
  • Required language proficiency Strong level of responsibility
  • Able to work independently
  • Experience in customer service environment
  • Knowledge of call center telephony and technology
  • Knowledge of customer service principles and practices
  • Good data entry and typing skills
  • Knowledge of administration and clerical processes
  • Basic knowledge of computer and MS. Office
Core Competencies (skills required) 

  • Organisational skills
  • Interpersonal Skills
  • Time Management
  • Solid work related ethics
  • Extra ordinary customer service skills
  • Excellent telephonic communication skills
  • Should be computer literate
  • Should always have positive attitude
  • Verbal and written communication skills
  • Listening skills
  • Problem analysis and problem solving
  • Customer service orientation
  • Attention to detail
  • Judgment
  • Adaptability
  • Team work
  • Stress tolerance
  • Resilience