Contact Centre Agent

The 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.

Responsibility

• 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.
• Assists 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

• School leavers certificate
• Strong phone and verbal communication skills along with active listening
• 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)