Contact Centre Agent
Locations:
ASTS Delter Pretoria
Time type:
Full time
job requisition id:
R-8610
Title
Contact Centre Agent
Job Description
KEY RESPONSIBILITIES
Handling customer interactions
Handle incoming calls
Manage incoming emails
Handling incoming chats
Make outbound calls
Handle all inbound & outbound customer interactions
Handle queries via Ticketing system
CORE RESPONSIBILITIES
Manage incoming customer interactions
Answer incoming calls within SLA
Respond to emails within SLA
Perform installation and training on products
Log all interactions on OFBiz
Manage outbound customer interactions
Calls to customers to provide installation and training when required.
Outbound calls to customers to provide feedback on queries
Complete customer surveys
COMMUNICATIONS & WORKING RELATIONSHIPS:
Internal:
Delter Call Centre Team
NuPay Call Centre
Account Managers
Billing Department
Sales Department
Admin Department
Business Support Department
Reasons for Interaction:
Hand over of duties or request assistance
Assist with merchant queries
Assist with merchant queries
Assist with billing and settlement queries
Assist with Sales leads/queries
Assist with application queries
Assist with general product queries
External:
Experian Credit Checks
TransUnion
Insurance companies
Legal Soft
Merchants
Reasons for Interaction:
Feedback on set-ups.
Feedback on set-ups & Query resolution.
Feedback on set-ups & Query resolution
Feedback on set-ups & Query resolution
Query resolution
QUALIFICATIONS, EXPERIENCE, & SKILLS
Educational Qualifications:
Matric is required.
A+ / N+ or a similar technical qualification is required.
SQL & Power BI is advantageous
Professional Qualifications
Call Centre experience required.
Customer service experience required.
Financial Services experience will be an added advantage
1 – 2 Years Call Centre experience required.
Other requirements
Working knowledge of Banking systems or cash loan industry advantageous
Fluency in English and one additional language is mandatory.
Other additional languages will be an advantage.
Time management is essential.
Strong oral and written communications skills.
Must have an excellent telephone manner and customer service ethic.
Organisational and prioritisation skills.
Technology and system savvy.
Basic computer & Microsoft Windows knowledge.
Numeracy skills.
Proven track record of being analytical.
Ability to work in a fast-paced environment whilst still maintaining high levels of accuracy.
Ability to maintain supreme levels of ethical behaviour and confidentiality.
Ability to multi-task.
Ability to identify opportunities for improvement.
Education
Languages