Consultant: Senior Support Desk Agent
Altron
- Alberton, Gauteng
- Permanent
- Full-time
- Handle all inbound & outbound customer interactions.
- Training and upskilling of junior staff members.
- Log DevOps escalations.
- Managing internal projects and providing roll-out plans.
- Implementation of new processes or improvement of existing processes.
- Manage queries via Ticketing system.
- Provide junior team members with second-level support and mentoring to ensure all troubleshooting is done before escalations are submitted.
- Answer incoming calls within SLA.
- Respond to emails, Live chats, and WhatsApp’s within SLA
- Log all interactions on internal CRM (OFBiz)
- Perform installations and training on products remotely.
- Assist with conversion process.
- Identify customers’ needs, clarity information, research every issue and provide solutions and/or alternatives.
- Build sustainable relationships and engage customers by going the extra mile.
- Outbound calls to customers to provide feedback on queries.
- Courtesy calls to customers on service calls logged and other admin related matters.
- Complete customer surveys.
- Provide installation and training of new or existing products telephonically and or remotely or in-person at the office as required.
- NuPay Call Centre Team
- Delter Call Centre
- Account Managers
- Billing Department
- Sales Department
- Admin Department
- Business Support Department
- Development Department
- Handover 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.
- Query handling and bug fixes.
- Merchants
- Experian
- Transunion
- Insurance partners
- Legal Soft
- Query resolution.
- Feedback on set-ups
- Feedback on set-ups & Query resolution
- Feedback on set-ups & Query resolution
- Feedback on set-ups &Query resolution
- Matric is required.
- A+ is required.
- SQL (Intermediate) required.
- Power BI certification preferred.
- DevOps certification preferred.
- HTML & CSS Certification would be advantageous.
- Call Centre experience required.
- Customer service experience required.
- Financial Services experience will be an added advantage.
- 2 – 3 Years Call Centre experience required
- Working knowledge of Banking systems or cash loan industry advantageous
- Fluency in English and one additional language is mandatory.
- Must be able to read, write and display high levels of interpretation and understanding.
- 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.
- Handling customer complaints or issues.
- Manage large amounts of inbound and outbound calls in a timely manner.
- Organisational and prioritisation skills.
- Customer focus and adaptability to different personality types.
- 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 extensively.
- Ability to identify opportunities for improvement.
- Work with the Management Team to stay updated on product knowledge and be informed of any changes in company policies and procedures.
- Delivery: Translates business objectives into practical, prioritised and organised action plans; ensures plans are quickly and successfully implemented. Makes effective use of resources when executing; ensures processes are in place to achieve outcomes aligned to operational excellence standards.
- Teaming: Communicates ideas, information and business objectives effectively and persuasively, resulting in desired actions/outcomes. Promotes, collaboration information sharing and learning within and across team members boundaries. Focuses on ensuring stakeholder satisfaction by building mutually beneficial relationships with stakeholders.