Momo Client Support Centre Agent - Randburg, South Africa - FrontSeat Group

FrontSeat Group
FrontSeat Group
Verified Company
Randburg, South Africa

2 weeks ago

Thabo Mthembu

Posted by:

Thabo Mthembu

beBee Recruiter
Description

JOB VACANCY

MOMO CLIENT SUPPORT

CENTRE AGENT
Northriding.

This job advert is open only to
INTERNAL employees


MAIN PURPOSE OF THE ROLE
Accurately and efficiently process and attend to day-to-day queries/activity logging from all MoMo

Agents (BRC, TEDIs and MoMo-dedicated footsoldier agents).


MAIN DUTIES & RESPONSIBILITIES
Support

  • Adhere to all escalations processes in the MTN Back Office
  • Administrative duties to ensure record keeping of escalations and related
  • Proactive followups on escalations and feedback to respective query logger according to
SLA's

  • Interaction and monitoring of WhatsApp groups
  • Provide information about products or services and address any questions or problems customers may have.
  • Keeping up to date with product changes to ensure that all key stakeholders are accurately serviced. Circulation of latest internal and external communication updates and changes
  • Provide technical assistance and troubleshooting for products or services.
  • Attend weekly meetings
  • Collection of leave forms and supporting documents to be submitted to HR. Advise operations on leave taken and acting personnel.
Reporting

  • Accurate capturing of attendance registers across all MoMo projects
  • Report weekly on all escalations received and outcomes
  • Report daily on all prospects submitted by TDRs
  • Assisting with identifying knowledge gaps and liaising with line manager should indepth information be required
  • Ensure highquality service delivery to all agents (feedback on all escalations and record of all escalations) and ensure speedy response time
  • Keep close communication with other external and internal support teams in the regions to ensure the accuracy and efficiency of the life cycle.
Training and development

  • Assisting with identifying knowledge gaps and liaise with line manager should indepth be required
  • Gather and analyze agent feedback to identify areas for improvement and escalate to
Operations Manager and Training Department


JOB REQUIREMENTS


a) Matric (Min Requirement), b) Knowledge of MoMo Products and Services, c) Minimum of 3 years' experience in customer service environments and/or sales, d) Highly computer literate with proficiency in MS Office (esp.

Excel) and related business, e) Effective communication skills (must be able to engage in vernacular), f) Strong administrative, analytical, and problem-solving ability, g) Good time management and stress tolerance, h) Accuracy and attention to detail.


Remuneration:
Basic Salary (will be discussed in interview)

Please reply with a CV to:
HR Department





CLOSING DATE FOR APPLICATIONS:
26 January 2024.

Job Type:
Temporary


Salary:
R3, R3,500.00 per month


Experience:

- customer service: 1 year (required)

  • Call centre/supportcentre: 1 year (required)

Ability to Relocate:

  • Randburg, Gauteng: Relocate before starting work (required)
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