Job Purpose: 

To deliver exceptional customer service by managing customer interactions across all communication channels, ensuring timely and effective resolution of queries, and contributing to the overall efficiency and success of the Britam Contact Centre.

The role requires multiskilling capabilities, adaptability to assigned responsibilities, and a commitment to upholding the highest service standards while continuously improving processes and customer experiences.

Key Responsibilities:

• Respond to customer queries across all channels (phone, email, social media, WhatsApp, SMS, web chats) as assigned, promptly and professionally. 
• Resolve customer issues effectively at the first point of contact. 
• Update and maintain accurate customer records in relevant systems. 
• Meet team and departmental targets (SLAs and KPIs). 
• Handle escalations and ensure satisfactory resolution. 
• Manage bulk communications like SMS and email campaigns. 
• Maintain high service levels and follow Contact Centre processes. 
• Participate in service improvement initiatives and provide feedback for better customer experiences. 
• Prepare and share reports promptly to ensure timely decision-making and effective communication.
• Perform other duties as assigned and develop multiskilling capabilities to support all Contact Centre operations. 

Key Performance Measures:

• High customer satisfaction (CSAT) scores. 
• Resolve customer issues on the first contact (FCR). 
• Meet response and resolution time targets (SLA). 
• Maintain high-quality interactions (QA scores). 
• Achieve daily and monthly productivity goals. 
• Handle escalations quickly and effectively. 
• Manage all communication channels efficiently (calls, emails, social media, SMS, WhatsApp). 
• Accurately update customer records in CRM. 
• Follow all company policies and procedures. 
• Successfully handle multiple tasks and channels (multiskilling).

Knowledge, experience and qualifications required

• University degree in a social science or business-related field.
• Relevant experience in a call centre and/or Customer Service.  

Technical/ Functional competencies: 

• Ability to discreetly handle sensitive and confidential information. 
• Strong organizational skills: ability to prioritize work and meet deadlines. 
• Strong writing, analysis and presentation skills. 
• Computer literate (MS Word, PowerPoint and Excel expert). 
• Records management. 
• Planning and organizational skills.