Log In
Sign Up
This job listing has expired and applications have closed for this vacancy. The reason could be that the employer is no longer accepting applications or the position has been filled. Hit the "Search Jobs" link above to find currently available job vacancies.
Senior Contact Centre Advisor – Johannesburg.
A vacancy exists for a Senior Contact Centre Advisor – (L2) within the VAS and Card division, Kazang Connect, in Sandton, Johannesburg.
As a Senior Contact Centre Advisor, 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 be expected to lead your team by example. 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 VIP / Corporate customers’ inbound and outbound calls within the Service Level Agreement (SLA).
- Resolving clients’ financial queries including calculating basic commissions, accounting queries, and deposit queries.
- Investigating disputes related to deposits and making decisions on refunds.
- Daily team duty management and ensuring the advisors have support when needed.
- Handling new App requests, POPI amendments, and fraud investigations.
- 2nd point of escalation for the Contact Centre advisors on Financial and Technical tickets that they cannot resolve.
- Managing feedback and escalations with third-party vendors.
- Responding in a timely manner to client emails and/or chats (internal and external).
- Logging tickets for customers (internal and external) on the fault platform and managing the relevant tickets within the SLA.
Candidate Requirements:
In order to be considered for this position, the following requirements must be met:
- Matric / Grade 12.
- Contact Centre Training / qualifications advantageous.
- 12 months + Customer Service Experience.
- 12 months + Contact Centre Experience.
- 12 months of Debit / Credit experience.
- Previous experience in the Value-Added Services (VAS) vending industry.
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.
- Lead the team by example and be able to pick up and address any performance gaps.
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.