Desk Support Consultant
talentCRU
- Johannesburg, Gauteng
- Permanent
- Full-time
- Matric / Grade 12
- Previous experience in support/contact center roles preferred.
- Familiarity with contact-center environments.
- Knowledge of the payment industry.
- Proficient in computer skills, particularly with MS Office suite.
- Good verbal and written communication skills
- Relationship building
- Analytical Thinking
- Problem Solving and Troubleshooting
- Ability to collaborate effectively in a team
- Monitor calls logged from Cash Connect on the Cash Connect Wallboard.
- Assign calls to respective field technicians for resolution.
- Utilize case management documents and notes to assign and track cases.
- Ensure cases are managed and monitored until completion.
- Respond to and act on requests from Cash Connect promptly.
- Manage and address escalations within designated Service Level Agreements (SLAs).
- Maintain constant updates in case notes.
- Provide assistance to field technicians with call management tasks (reassignment, holding, etc.).
- Support via email queries and WhatsApp
- Aid field technicians telephonically with case management.
- Facilitate ad-hoc project requests, including outbound calls and database updates.
Salary: Negotiable
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