CIPC: Call Centre Agents

Role Purpose: To handle Customer calls according to prescribed Call Centre specifications as to inform, assist and advise Customers on all CIPC products, services, related processes, and procedures.  

Key Resppnsibilities:     

• To receive and respond efficiently and effectively to inbound Customer calls;
• To assist, advise and inform Customers regarding all CIPC products, services and related processes and procedures                       
• To determine and resolve Customer service requests and queries on preferably first call resolution;
• To accurately capture all calls received as prescribed and provide Customer feedback
• To contribute to improvement of organizational performance standards

Requirements:

• A three (3)-year Diploma / National Diploma /B Degree /Advanced Diploma in: Call or Contact Centre Management

Or  

• A three (3)-year Diploma/ National Diploma/B Degree/Advanced Diploma in: Communications / Marketing management / Business management
• A Call Centre certificate will be an added advantage

Required Minimum work experience:

• 1-2 years’ Call Centre experience