Introduction
An opportunity exists to join this People Centric Company in the above capacity. Metropolitan Lesotho is a wholly owned subsidiary of Momentum Metropolitan Group, a company registered on the Johannesburg Stock Exchange. We are currently looking for a dynamic and self-motivated individual in the position of Communication Hub Agent based in Maseru, Lesotho. The incumbent will report directly to the Communications Hub Manager
Role Purpose
To answer incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information.
To make outgoing calls to customers and communicate information about their respective products, e.g., cover status, maturity values, loans and balances, memberships and payment information, etc., using various forms of company communication.
Requirements
Degree in Communication, Journalism, Linguistics or related field;
3-5 years experience in internal communications;
Some experience in a call centre or customer service environment would be an added advantage;
Duties & Responsibilities
Handle customer inquiries telephonically and throughout all other interactive channels
Manage and resolve customer complaints
Provide customers with product and service information
Identify and escalate priority issues
Advise and provide the right solutions to customers
Route calls to appropriate resource
Follow up customer calls where necessary
Document all call information according to standard operating procedures
Complete call logs
Produce call reports
Provide authoritative, expertise and advice to clients and stakeholders
Build and maintain relationships with clients and internal and external stakeholders
Deliver on service level agreements made with internal and external stakeholders and clients
Make recommendations to improvement client service within area of responsibility
Participate and contribute to a culture which build rewarding relationships, facilitates feedback and provides exceptional client service
Develop and maintain productive and collaborative working relationships with peers and stakeholders
Positively influence and participate in change initiatives
Continuously develop own expertise in terms of professional, industry and legislation knowledge
Contribute to continuous innovation through the development, sharing and implementation of new ideas
Competencies
Problem solving ability
Good data entry and typing skills
Excellent Verbal Communication
Listening Skills, People Skills
Customer Service Orientation
Attention to Detail and Professionalism
Knowledge of digital and technological communication platforms
Knowledge of administration and clerical processes
Closing date: 12 August 2022