Performance Effectiveness

· Achieve set targets as contracted.

· Provides high quality, professional customer engagement to customers and intermediaries.

· Responds to immediate administrative requirements within procedure.

· Follows standardised processes and provides administrative support in line with normal business functioning.

· Delivers on daily production standards.

· Uses standard administrative techniques to coordinate own work.

Personal Effectiveness

· Accountable for service delivery through own efforts.

· Individually accountable for managing own time, tasks and output quality.

· Makes increased contributions by broadening individual skills.

· Collaborates effectively with others to achieve personal results.

· Accepts and lives the company values.

Quality Assurance

· Performs quality checks on own work.

· Adheres to service and quality standards.

General

· Adheres to all company personnel and contact centre policies and procedures.

· Processes all calls with a pleasant, expressive voice, using proper telephone etiquette, in a professional and business-like yet conversational manner.

· Process all non-voice channels using professional business writing etiquette.

· Accurately records callers information in the system tool.

· Is fluent with scripts, product knowledge, questions, and answers, and uses appropriate, varied verbal pauses and transitional phrasing.

· Controls each call by leading the caller through the script in a manner that the agent gains the information needed in an efficient, professional, and business-like manner.

· Prioritise and manage tasks to ensure that they are completed within set time frames and that responsibilities are carried out in an efficient manner.

· Special projects may be assigned and require the ability to handle these assignments in a timely and complete manner

· Strive for continuous improvement on both a personal level and for the client and the Company.

· To support the Company vision and culture in both words and actions and to contribute positively.