To perform to the best of your abilities all duties and responsibilities reasonably assigned to you. 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:

  • 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 Case Management System (CMS) and manage the relevant cases / tickets within the 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 with third party vendors – logging cases, ensuring timely feedback, and escalating outstanding cases to vendor / internal teams
  • Ensuring that everything is recorded on the CMS (what FLT was done, what the next step is, uploading mails, job cards etc.)
  • Taking on additional functions to ensure the Contact Centre becomes the hub of the business example, recon, settlement, instant access, bag order management, etc.
  • Adhering to processes and procedures pertaining to your role and daily functions

Desired experience and qualification

  • Matric and at least 12 months Contact Centre experience
  • Must be willing to work 24/7 rotational based shifts (including some weekends and public holiday)
  • 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 demeanor
  • Adhere to processes and procedures
  • Able to work well under pressure
  • Computer literate (Intermediate)
  • Own, reliable transport (advantageous)

Number of positions available

1

Commencement Date

Immediately

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