This position is responsible for the delivery of service excellence for all calls received within Pi Pay Call Centre. Serves customers by determining requirements; answering inquiries; resolving problems; fulfilling requests; through following standard Quality Assurance requirements.

Call Handling
Handling incoming telephone calls is the main responsibility for call center agents. However, agents must also deal with customers who choose to contact call center by text message, e-mail, web chat or instant messaging. When customers call, agents bring up their details on computer screen so they can refer to account or service records and identify any previous issues that might affect the response. After the call, agents update customer records with details of the inquiry and the response.

Call Resolution
Agents aim to deal with customers’ inquiries on the first call. They may take a customer’s request, provide information, arrange a service call/appointment or resolve a technical query by telephone. If they cannot deal with the issue immediately, they arrange to call the customer back when they have more information. Agents must ensure that customers receive a satisfactory response. Although they aim to deal with calls quickly and efficiently, agents should not put time saving before quality of service. Customers may not get the information they need, leading to low satisfaction levels.