Job Description

Key Responsibilities

• First point of contact for customers when the call for HR/Payroll support.
• Answer incoming calls within the time specified by the agreed service levels.
• Provide outstanding customer service using various communication methods i.e.: phone, in writing.
• Manage customer expectations, interact and display professionalism at all times.
• Ascertain the relevant information and call details to ensure right communication.
• Take responsibility to ensure continuous improvement in customer service.
• Manage difficult customers displaying professionalism at all times.
• Provide clear and concise responses on service on all calls/e-mails without using any departmental jargon.
• Manage difficult customers displaying professionalism at all times.
• Ensure all information which is issued to the customer meets the department security standards
• Demonstrate flexibility to support SSCL in meeting organizational objectives
• Escalate issues to the Team Leader/Contact Centre manager.

Required Knowledge, Skills, and Abilities

Essential Skills Customer Service experience and call handling skills. Good communication skills – both verbal and written; Good Microsoft IT skills – including Word, Excel, Outlook and PowerPoint. Good organizational and planning skills. Articulate & able to develop good working relationships with colleagues & clients Able to use initiative & exercise sound judgement. Desirable Skills Good working knowledge of the Oracle system