ROLE SUMMARY
The Call Centre Consultant and Reviewer is responsible for monitoring the omnichannel platform and responding to all incidents as quickly and accurately as possible. The incumbent is also required to transcribe relevant calls into a professionally written report, which must be submitted to the relevant client within the allocated timeframe.
If you’re ready to belong to an “open mindset” work culture that promotes continuous learning and improvement, prioritises service excellence, values individuals, and celebrates the people who light up our world, apply now and show us how you’ll shine!
QUALIFICATIONS
- Minimum: Higher Certificate or an equivalent NQF Level 5 qualification
- Preferred: An appropriate tertiary qualification, such as B-degree, National Diploma (Ndip) or an equivalent NQF Level 7 qualification
EXPERIENCE
- 1 to 3 years’ experience working in a call centre environment.
- Experience compiling professional written reports is essential.
- Experience working in an ethics and fraud hotline call centre would be advantageous.
SKILLS & KNOWLEDGE
- Excellent verbal and written communication skills (English).
- Intermediate Microsoft Office skills.
- Extensive knowledge of report writing according to the required technical standards.
- Demonstrated understanding of working within a general call centre environment.
- Knowledge and understanding of Standard Operating Procedures (SOPs).
RESPONSIBILITIES
Operational
- Monitor the omnichannel platform and respond to all interactions as quickly as possible.
- Screen incoming interactions to determine whether to assist the caller or refer them elsewhere.
- Follow all relevant procedures in case of emergencies, prank callers, or follow-up calls.
- Attend to calls with empathy and quickly build rapport to put the caller at ease and ask probing questions to assist the caller in providing complete and accurate information.
- Transcribe calls into a professionally written, objective and unbiased report, containing all the relevant information.
- Ensure the anonymity of the caller is respected, in accordance with the caller’s preference.
- Send reports for review within the allocated timeframe.
- Review reports to ensure that all the relevant information is captured and the report is professionally compiled.
- Send reports to relevant recipients within the allocated timeframe.
- Capture and respond to feedback according to procedure.
- Assist with follow-up calls between the client and caller.
- Perform everyday responsibilities in accordance with the quality objectives.
- Perform any ad hoc call centre related work that is requested by the relevant manager(s).
BENEFITS
Digicall offers a range of core and value-added benefits to equip and empower you to live your best life.
You will benefit from support and assistance that offers you choices and gives you peace of mind, including medical cover, provident fund, funeral cover, long service awards, and learnerships and bursaries.
Through our employee wellness and recognition programmes, we foster a workplace where every individual is supported, celebrated, and empowered to shine.