Job Description

Job Details

A business providing payment solutions is looking for a Contact Centre Advisor to protect and promote the business and interest of the company and to always preserve its reputation and goodwill.

DUTIES & RESPONSIBILITIES, NOT LIMITED TO:

• Manage outbound calls, mails, and cases within the Service Level Agreement (SLA).
• Accepting ownership for effectively solving customer issues, complaints, and enquiries; keeping customers updated on the progress of the cases where applicable.
• Performing First Line Troubleshooting (FLT) according to documented processes and procedures and ensuring First Call Resolution (FCR).
• Escalating cases to other departments if FCR cannot be done during FLT.
• Working closely with third party vendors – logging cases, ensuring timely feedback, and escalating outstanding cases to vendor / internal teams.
• Action instructions on the vendor teams groups within SLA.
• Data analyses – Bag orders, monthly reports and driving software and product improvements to reduce reoccurring calls in the Contact Centre.
• Adhering to processes and procedures pertaining to your role and daily functions.
• Attending to BDA exceptions and Comms reports daily
• Working hours are Monday to Friday from 08:00 to 17:00 with the possibility to work overtime as and when required including some weekends and public holidays.

REQUIREMENTS              

• Matric essential
• 12 months Contact Centre and Client Services experience.
• Previous vendor management experience – advantageous

Required Skills:

• High level of interpersonal skills.
• Able to function well as part of a team.
• Excellent verbal and written communication
• Must be able to describe and explain steps telephonically.
• Diligent, accurate and high attention to detail.
• Excellent customer service skills.
• Vendor Management and SLA management.
• Motivated, positive, can-do attitude and approach.
• Have a professional and personable demeanor.
• Adhere to processes and procedures.
• Able to work well under pressure.
• Computer literate (Intermediate).
• Own, reliable transport (advantageous).