Freelance Contact Centre Agent

The Freelance Contact Centre Agent will be responsible for effectively handling both inbound and outbound calls of Cim Finance, to offer customer care of a high standard whilst solving queries and requests raised by both existing and potential customers of Cim Finance.

The Freelance Contact Centre Agent will be responsible for effectively and efficiently handling both inbound and outbound calls of Cim Finance, to offer customer care of a high standard whilst solving queries and requests raised by both existing and potential customers of Cim Finance. The contact center operates on a 24/7 basis.

Customer service complaints should be handled accurately as per Complaints Management Policy whilst providing information on the company’s products and generate interest in the offer.

Responsibilities :

• Manage large amounts of inbound and outbound calls in a timely manner and initiate follow up where necessary
• Ensure customers queries are answered with the aim of a first time resolution and any unresolved query is escalated to management accordingly
• Provide the best Customer Care experience to all customers
• Assist in the resolution of customer service issues or complaints as per Complaints Handling Policy and within set deadline to improve customer experience levels across the organisation.
• Assist in the development of feedback or complaints procedures for customers to use
• Document all call information on the company database to keep each customer record updated
• Ensure that service delivery to customer leads to 'wow' customer experience

Candidate Profile:

• Strong phone and verbal communication skills along with active listening
• Higher School leavers certificate
• Previous experience in a call centre environment will be an advantage
• Excellent data capture and keyboard navigation skills
• Customer focus and adaptability to different personality types
• Able to work on a roaster basis (night shift)