Senior-level Technical Call Centre Teamleader/qa - Johannesburg, South Africa - Smollan Financial Services

Smollan Financial Services
Smollan Financial Services
Verified Company
Johannesburg, South Africa

1 week ago

Thabo Mthembu

Posted by:

Thabo Mthembu

beBee Recruiter
Description

Experience
5+ years' experience in end-user technical support role, preferably in Financial Services.

5+ years' Contact Centre experience

Previous experience in banking products and financial products

Working knowledge of core technologies like web, mobile, APIs, cloud platforms will be advantageous.

Previous experience working on investment platforms.


Responsibilities

  • Strong diagnostic and problemsolving skills.
  • Strong attention to detail and process orientation.
  • Prioritize and escalate complex technical problems to appropriate teams.
  • Maintain high firstcall resolution rates and user satisfaction levels.
  • Excellent written and verbal communication abilities.
  • Customer service orientation with the ability to translate technical issues for nontechnical users.
  • Build positive engagements with users and create opportunities for exceptional service delivery.
  • Accountable for maintaining quality, service and outputs related to a work area, ensuring compliance with set policies, procedures, and standards.
  • Continuous learning mindset; to keep updated on the latest platforms and features.
  • Contribute ideas to simplify and enhance the user experience on digital platforms.
  • Continuously update the knowledge base, user guides, FAQs, and support documents.
  • Collaborate with business and technology teams on new feature rollouts and version upgrades.

Behavioural competency
-
Customer Service

  • Patient, empathetic, and positive service orientation. Focused on user satisfaction
  • Adaptability
  • Flexibility in dealing with ambiguity and changing priorities in a dynamic support environment
  • Learning Agility
  • Continuously builds knowledge to provide support on the latest platform updates and features
  • Problem Solving
  • Tenacious in resolving technical challenges
  • Attention to detail
  • Thoroughness and accuracy in work products and when troubleshooting complex issues

Salary:
Up to R50,000.00 per month


Application Question(s):

  • Do you have Banking customer service experience?
  • Do you have an A+ COMPTIA Certificate?

Education:


  • Diploma (required)

Experience:


  • Telco/
Customer Service: 5 years (required)
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