Teleagent, Téléagent, Téléconseiller, Téléacteur, Télévendeur, Conseiller Client, Call Handling Operator, Customer Service Agent, Customer Advisor, Telesales Representative, Customer Service Representative, Chargée de Clientèle, Call Centre Agent, Telemarketing Agent

To manage customer relationships by making or answering calls, in accordance with the internal rules and ensuring the quality of the service

 

Description:

Shares best practices based on feedback from clients

Achieves set targets, while optimizing time on each call

Contributes to the development of a sustainable relationship with customers

When answering calls (in-bound):

Takes  charge of customers’ needs which fall under his field of competencies while ensuring the best possible service

Looks for all relevant information to give the best possible response

When making calls (out-bound):

Contacts current or prospective customers to promote products and services of the client, selling or taking an appointment for future sales

Adheres to the sales techniques and rules established by management and/or client 

School Certificate (SC)/Brevet des Collèges 

Interpersonal Relationship

-Listens actively, respects others and takes into account different points of view and integrates them

Initiative

-Is aware of goals, processes and performance standards of the team

Commitment and Collaboration

-Shares information in general while respecting the applicable procedures

Analysis and Innovation

-Plans and adjusts work based on a thorough knowledge of the requirements of the position and seeks clarification and guidance, whenever required

Values and Ethics

-Demonstrates a sense of values and ethics personally and professionally

Other Competencies

-Persistent and persuasive

-Strong sense of customer service (smile, dynamism, empathy ...)

-Excellent spoken and written proficiency in the business language of the client(s)

-Familiar with IT tools (Internet browsing, use of software ...)

 


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The Making Of

Given the vibrant and dynamic nature of the ICT/BPO sector in Mauritius, employers report an ongoing mismatch of skills between what is required and what is readily available. One of the reasons underpinning this state of affairs, is the information asymmetry that exists at any particular point of time between the demand and supply of labour.

 

In this light, in 2013, the HRDC in collaboration with professionals in the ICT/BPO sector developed the nomenclature of job profiles. It comprised 33 job profiles under 6 sub-sectors namely BPO, Call Centre, Networking, Software Development & Web, Software Testing and Systems Design.

A number of rigorous working and validation sessions were held with representatives of the industry to constitute and finalise the job profiles.

 

The ever-changing character of ICT/BPO occupations coupled to the need to systematically provide novel information on career pathways have highlighted the need for continual and user friendliness of information provision.

 

The Career Development Stairway (CaDS) website was developed with this in mind. To this end, a working group was set up to review the job profiles and the competency matrix in line with developments of the sector and requirements of the CaDS website.

 

Team leads (members of the working group) were assigned sub-sectors and they sought the collaboration of other ICT/BPO operators for crafting the job profiles. This exercise gave rise to 63 jobs and 3 additional sub-sectors emerged.

 

Career progression was also worked out for the jobs. The revised nomenclature of job profiles was thereafter subjected to a validation workshop where the players of the industry helped to refine them. This formed the bedrock for the development of the CaDS website.

Connect

The Director
Human Resource Development Council
4th Floor
NG Tower
Ebene Cybercity
Mauritius
Tel : +230 454 4009 (PABX) 
Fax: +230 454 6220 / 454 6260
Email: cads@hrdc.intnet.mu