Consultant: Senior Support Desk Agent

• 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.

Altron