Call Center Agent Repatriation

Vacancy

Two Mountains is looking for a Call Center Agent Repatriation for Midrand on a permanent basis

Purpose of the Job

To mend the Two Mountains Toll free Line 24/7/365 for pick-ups and repatriation client liaison, facilitating a convenient and seamless experience for our customers and attend to all inbound and outbound calls as well as perform customer support duties that are feed in outside of working hours and to also make post service calls to clients to get accurate feedback regarding burial services conducted

Key Outputs

  •  Provide timely pick-ups (Customer Care): Assist clients with pick-ups and repatriation.
  • Offer advice and guidance to clients who need help with pick-ups and repatriation. 
  • Rendering an excellent customer service & ensuring a high level of professionalism, compassion, and sensitivity when dealing with grieving families or individuals.
  • Assist client with ensuring that their calls are routed to the correct pick-up branch / repatriation hub.
  • Liaise with control room for allocation of pickups and maintain contract with clients updating them on progress.
  • Position Two Mountains Services and products to potential clients and reaffirm with existing clients.
  • Planning and making follow ups on both internal and external clients, regarding the pick-up.
  • Handle client’s queries regarding policies by escalating the queries to the relevant office.
  • To close of the loop regarding the pick-ups, and the actual funerals of the pick-ups.
  • To do a review of the previous weeks. burial orders.
  • Submit weekly reports on the link between the pickup and the burial or removal.
  • Give clients courtesy calls on the service rendered.
  • Log customer queries with clients and the relevant branch.
  • Submit a shift report, to the manager at the end of every shift.
  • Risk Management
    • Professionalism: Ensuring a high level of professionalism, compassion, and sensitivity when dealing with grieving families or individuals.
    • Liaise with collection team pre-pickup and post pickup to close service loop.
    • Apply TCF principles in all customer touch points. 
    • Comply to approved control room call center processes. 
    • Participate in quality coaching and improvement process planned.

Minimum Qualifications

  • Grade 12
  • Regulatory Exam is an added advantage

Experience Required

  • 1 years+ experience required in Sales or Customer Care with previous working experience as a call center agent.
  • Experience in the funeral and / or insurance industry is an advantage.
  • Excellent organizational and time management skills.
  • Customer oriented with strong interpersonal and negotiation skills.
  • Not Blacklisted by any regulated financial services institution

Technical Competencies

  • Computer literacy, including MS Excel skills 
  • Numerical skills and financial acumen
  • Negotiation and commercial skills 
  • Presentation and analytical skills.

Behavioral Competencies

  • Attention to details.
  • Pro-active, self-motivated, results orientated
  • Resilient, determined and resourceful

Closing Date: 4 October 2024

Suitable candidates should forward their applications to: hrburialservices@twomountains.co.za

Two Mountains is an equal opportunity employer subscribing to the Employment Equity Act and hereby invites applications from suitably qualified people to fill the mentioned vacancy.

  • If you do not hear from us within a month of the closing date, please regard your application as unsuccessful.
  • Applications received after the closing date will not be considered.
  • It is the applicant`s responsibility to have foreign qualifications evaluated by the South African Qualifications Authority (SAQA).
  • Only candidates who meet the requirements should apply.
  • Two Mountains reserves the right not to make an appointment.
  • Correspondence will be entered into with shortlisted candidates only.
  • CVs from Recruitment Agencies will not be accepted.