Apply Liberty Call Centre Agents 2024
Liberty Call Centre Agents In the competitive landscape of today’s job market, discovering the ideal opportunity to initiate or progress your career can be daunting. For those interested in customer service roles, the call centre position at Liberty Group Limited presents an exceptional chance. Liberty Group Limited, a premier financial services provider in Africa, boasts a workforce of over 6,000 employees spread across seven businesses in 18 African countries. This guide provides an in-depth look at the call centre role at Liberty, outlining the responsibilities, qualifications, and skills needed for this position.
- Date Published: 25 Jun 2024
- Location: Johannesburg GAU ZA, GT, ZA
- Company: Liberty Group Limited
Liberty Group Limited is a renowned financial services firm offering a wide array of products and services, including insurance, asset management, investment, and health products. The company’s dedication to employee development, recognition, and rewards makes it an attractive workplace. Employees at Liberty have the opportunity to enhance their knowledge and skills by collaborating with diverse teams across various specializations.
Purpose of the Call Centre Role
The main objective of the call centre role at Liberty is to provide first-time resolution to callers’ queries. This position is vital for ensuring quality service delivery within the established Service Level Agreement (SLA) framework, business rules, and regulatory standards. Call centre agents are expected to meet predefined objectives according to the agreed Standard Operating Procedures (SOPs).
Minimum Experience and Qualifications
To be eligible for the call centre position at Liberty, candidates must have:
- 1 to 2 years of experience in a similar environment.
- A Further Education and Training Certificate (FETC) [NQF Level 04] in Consumer Services.
Key Responsibilities
The responsibilities of a call centre agent at Liberty encompass several key areas:
Process
- Maintain adherence to prescribed timekeeping standards and continuously strive to improve personal standards.
- Align and integrate administrative support tasks to meet required response times, quality, and service delivery standards.
- Respond promptly to call centre inquiries professionally, ensuring excellent and accurate client service to enhance the organization’s reputation.
- Be accountable for the quality, standards, and outputs related to policies, procedures, and defined processes.
- Proactively identify problems, apply known solutions, and escalate more complex issues.
- Plan task execution and adjust priorities against the established plan.
Customer
- Interact with customers via approved communication channels in a positive and helpful manner.
- Resolve client queries and escalate problematic issues to the appropriate level for prompt and effective resolution, enhancing the client experience.
- Execute activities to ensure customer service delivery meets or exceeds expectations, aligned with Treating the Customer Fairly (TCF) principles.
Finance
- Adhere to specified standards, policies, and procedures to prevent potential losses or wastage.
Learning and Growth
- Contribute positively to area-specific knowledge improvement.
Governance
- Comply with established governance and compliance procedures and processes, continuously identifying, rectifying, and escalating risks where necessary.
Competencies Required
To excel in the call centre role at Liberty, candidates need to possess the following competencies:
Liberty Values
- Uphold the company’s core values in all interactions and tasks.
Technical Competencies
- Basic product and/or service knowledge.
- Basic call reporting skills.
- Intermediate skills in handling difficult calls.
- Basic understanding of inbound phone statistics.
- Intermediate query resolution skills.
- Basic customer relationship management skills.
Behavioural Competencies
- Basic customer orientation and service orientation.
- Basic organization and attention to detail.
- Basic interpersonal effectiveness.
- Basic teamwork and cooperation skills.
- Basic problem-solving and analysis skills.
- Basic communication skills.
How to Apply?