Contact Center Agent at ICEA Lion Group

At ICEA LION Group we seek to recruit qualified candidates for the position of Contact Center Agent. The position holder will be responsible for handling customer engagement and interactions that come through the contact centre as per the set customer experience standards.

ROLES AND RESPONSIBILITIES:

• To respond in a friendly, supportive, helpful and timely manner to all customers who contact ICEA LION group Contact Centre via telephone, email, social media, SMS or any other communication channel that is set-up at the Contact Centre.
• Proactively manage all customers’ contacts and ensure that service levels are achieved.
• Provide customers with accurate, relevant and useful information regarding all aspects of the ICEA LION Group Products and Services.
• Ensure that all customer queries, problems and complaints are fully resolved on a ‘One Stop Shop’ basis.
• Offer end to end issue resolution on enquiries received at the Contact Centre.
• Actively represent the customer throughout the organization, highlighting trends, suggesting and implementing improvements and feeding back to colleagues
• Use sound judgment and take decisions that will maximize customer satisfaction.
• Ensure the complete and effective resolution of customer’s immediate queries or concerns at first point of contact
• Accurately update customer records on CRM, Google Drive/Excel documents and telephony systems
• Strives to continually improve personal performance in order to achieve team and departmental SLA’s and KPI’s
• Takes responsibility for continuous self-development and own learning
• Works as part of a team and supports colleagues

ACADEMIC QUALIFICATIONS & WORK EXPERIENCE

• Diploma in a business related field
• One (1) years’ experience in a similar role.

CORE TECHNICAL COMPETENCIES REQUIRED FOR THE ROLE

• Strong communication skills including ability to ensure customer quires and answered as well as write reports and prepare relevant publications.
• Must be highly organized, and able to work well with people at all levels in the organization.
• Strategic thinking and problem-solving skills.
• Strong investigative skills.
• Analytical and creative thinking skills.
• Strong persuasion and negotiation skills.
• Strong business acumen / business orientation.
• Good customer relationship management skills (internal and external customers)

Closing date 7, April 2022