Contact Centre Advisor - Johannesburg, South Africa - Job Crystal

Job Crystal
Job Crystal
Verified Company
Johannesburg, South Africa

1 week ago

Thabo Mthembu

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Thabo Mthembu

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Description

A payment solutions provider is looking for a Contact Centre Advisor to protect and promote the business and interest of the company and to preserve its reputation and goodwill at all times.


DUTIES & RESPONSIBILITIES, NOT LIMITED TO:

  • 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.)
  • Adhering to processes and procedures pertaining to your role and daily functions
  • Working shifts and overtime based on the rotational roster

REQUIREMENTS

  • Matric
  • 12 months Contact Centre and / or Client Services experience
  • Contact Centre qualification (Advantageous)

Critical competencies:

  • Must be willing to work rotational shifts (including some weekends and public holidays).
  • 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, cando attitude and approach.
  • Have a professional and personable demeanor.
  • Adhere to processes and procedures.
  • Able to work well under pressure.
  • Computer literate (Intermediate)

Work Location:

  • Johannesburg, Sandton
  • Working shifts and overtime based on the rotational roster
will be required (including some weekends and public holiday).

  • Own, reliable transport (advantageous)

Ability to commute/relocate:

  • Johannesburg, Gauteng: Reliably commute or planning to relocate before starting work (required)
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