Telephony Support Administrator - Cape Town, South Africa - amplify5

amplify5

Verified Company

Cape Town, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Telephony Support Administrator

amplify5 keeps growing which means great opportunities are being created to grow our team and be a part of our exciting future.

We have a new premium luxury retail campaign where there is a need to implement and manage their chosen telephony system, Twilio and Zendesk, their contact management platform.

This role will support the implementation of Twilio into amplify5 on behalf of the campaign as well as the ongoing management of the platform to ensure the campaign is optimized and operating in the most efficient way possible.

In the future we will also look at continuous improvement opportunities across the account (e.g. through Zendesk) and more broadly in terms of their overall processes and customer journeys and the ways of working with their onshore team.

Key Responsibilities:

Manage and optimize IVR (Interactive Voice Response) systems to enhance customer experience and streamline call routing.
Liaise with the Twilio account team and client technology team to deliver Service level requirements.
Review MI to understand any issues and work with Twilio for resolutions.
Administer Zendesk platform, including ticketing workflows, automations, and reporting.
Collaborate with crossfunctional teams to identify process improvement opportunities and implement solutions.
Monitor and analyse call centre performance metrics to identify areas for optimization.
Provide improvement opportunities for IVR management.
Drive continuous improvement across all areas of the client campaign.

Requirements:

Qualifications:

Matric (completed)
Bachelor's degree/ Diploma in computer science, Information Technology, or a related field.

Experience:

Minimum of 12 months experience working with telephony systems, particularly in setting up and managing communication channels (voice, SMS, chat).
Minimum of 12 months international call centre experience is
preferred.
Familiarity with IVR systems and best practices for call routing and automation.
Proficiency in administering Zendesk or similar customer support platforms.
Retail experience (luxury / premium brands preferred)

Skills and knowledge:

Managing telephony platforms implementing, maintaining, and optimizing.
Knowledge of telephony platforms primarily Twilio
Understand IVR management processes
Proficient in Microsoft Applications (Excel, Word, PowerPoint).
Personal time management and ability to work on several tasks simultaneously.

Competencies:

Proactive and selfmotivated.
Empathetic.
Strong communication and client engagement capability.
Ability to present to various stakeholders.
Ability to work under pressure.

Reporting Line:

The Telephony Engineer will report directly to the Head of Operations.

In return you will work for a dynamic business, that values its people, and puts them and our customers at the heart of everything we do.

Want to help shape our rewards and recognition? Join our engagement team Want to take an early finish, on us, on your birthday? Get out and enjoy yourself

Your voice will truly be heard, as we commit to build a true, people first business.

In addition, you will work for a unique BPO based in world class facilities in the CT CBD.

If this sounds like a little bit of you, please apply, we can't wait to speak to you.

Salary:
R25 000,00 per month

Application Question(s):