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Contact Centre Advisor – Sandton, Johannesburg.
A vacancy exists for a Contact Centre Advisor (L1) within the VAS and Card division, Kazang, in Sandton (JHB).
As the Contact Centre Advisor (L1), you will be expected to handle any interaction with the vendors professionally, according to process and do your best to ensure that queries are resolved during first contact and with accuracy.
You will always do your best to protect and promote the business and interest of the company and to preserve its reputation and goodwill.
Key Responsibilities include, but are not limited to:
- Managing interactions (mail, phone, and chat) with customers within the Service Level Agreement (SLA).
- Accepting ownership for effectively solving customer issues, complaints, and enquiries; keeping customers updated on the progress of the queries.
- Educate customers on self-help options available and how to use these platforms.
- Managing inbound and outbound calls within the Service Level Agreement (SLA).
- Responding in a timely manner to client mails and/or chats (internal and external).
- Logging cases/tickets for customers (internal and external) on the platform and manage the relevant cases / tickets within the SLA.
- Performing First Line Troubleshooting (FLT) according to documented processes and procedures and ensuring First Call Resolutions (FCR).
- Escalating tickets to other departments if FCR cannot be done during FLT.
- Adhering to processes and procedures pertaining to your role and daily functions.
- Working with third-party vendors – logging cases, ensuring timely feedback, and escalating outstanding cases to vendor / internal teams.
- Ensuring that everything is recorded on the platform (what FLT was done, what the next steps are).
Requirements:
In order to be considered for this position, the following requirements must be met:
- Matric / Grade 12.
- Contact Centre Training is advantageous.
- 12 months + Customer Service Experience.
- 12 months + Contact Centre Experience.
Technical Competencies:
- MS Office Suite.
- Freshdesk advantageous.
Behavioural Competencies:
- 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.
- Motivated, positive, can-do attitude and approach.
- Have a professional and personable demeanour.
- Able to work well under pressure.
- Adhere to processes and procedures.
Working Hours:
Are currently from 08:00 to 17:00 Monday to Friday, however, due to the nature of the operations of the Contact Centre the hours might change into shift work.