Contact Centre Agent

Jobs Lancet Laboratories in Public Service Email Job
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Job Detail

  • Offered Salary 1000
  • Career Level Others
  • Experience 2 Years
  • Gender Female
  • Industry Development
  • Qualifications Certificate

Job Description

Lancet Laboratories

Contact Centre Agent

Company: Lancet Laboratories
Job Title: Contact Centre Agent
Location: Alberton, Gauteng
Closing Date: 19 August 2020

Job Description

An opportunity has presented itself to appoint a suitably qualified candidate into the position of Contact Centre Agent.

Job Summary: Handles inbound or outbound calls or other forms of communication from customers assisting and providing relevant information and excellent customer service.


  • Receives and make customer contacts, ensuring customer satisfaction at all times
  • Responds to customer enquiries to ensure that customers receive correct and adequate information.
  • Provide customers with product and service information (Accounts and results), ensuring customer satisfaction.
  • Display professionalism at all times ensuring compliance to industry quality standards.
  • Research required information using available resources to ensure that adequate information is available for decision making purposes.
  • Identify and escalate priority issues/queries to ensure that supervisors are aware of highly dissatisfied customers and provide solutions to increase customer satisfaction and retention.
  • Follow up customer contacts where necessary to increase customer satisfaction ensuring customer loyalty.
  • Complete administrative functions ensuring QA standards compliance and credibility.
  • Route and redirect customers to appropriate resources to ensure that customers are assisted promptly by relevant parties.
  • Comply with statistical requirements ensuring quality standards at all times.
  • Comply with quality standards.
  • Comply with operational requirements of the department, ensuring adequeate operations and customer satisfaction.
  • Adhere to reasonable instruction, apart from what is prescribed in the working instructions, from management.
  • Maintain confidentiality of customer’s personal data and other information to protect the privacy customers and integrity of the organisation, ensuring QA compliance and credibility.
  • Meet organisational customer service objectives, ensuring organisation credibility
  • Oversees housekeeping issues including filing and general office tidiness to ensure a safe and healthy work environment.


  • Grade 12
  • 1 – 2 years relevant working experience
  • Computer literate
  • Business processes and services
  • Contact Centre Industry Standards and Benchmarking
  • Quality management system


  • Ability to use own initiative
  • Analytical skill
  • Assertiveness
  • Attention To Detail
  • Communication
  • Confidentiality / Sensitivity
  • Decision making
  • Ethical behaviour
  • Planning and organising
  • Stress management
  • Telephone etiquette