Job Description

  • Back
  • /
  • Job Description

Contact Centre Advisor

Gauteng , R10000 - R12000 Per Month
Sector: VAS
Posted: Thursday, 12 May 2022





Signup/Login to apply

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).