All customer contacts should be dealt with efficiently, meeting or exceeding their expectations of the company.
REQUIREMENTS:
- Minimum Grade 11 / Grade 12 - Matric
- Minimum of 1 year collections experience as an advisor within the BPO/ Contact Centre Industry
- Must be available to work rotational shifts, weekends, and public holidays in line with client requirement
- Clear Credit and criminal record check
- Computer literate
- Effective written and verbal communication skills
- Experience working in a contact centre is essential
Provide administrative support in a specific business area to internal and external customers.
Query Handling
Investigate and respond to a range of customer queries, liaising with other parties as necessary, to deliver an appropriate, acceptable resolution for the customer.
Error Resolution
Amend data errors and process exceptions and provide feedback to frontline teams to ensure data quality is improved and maintained.
Task Processing
Complete a range of transactions across the functional area, to ensure accurate processing of information.
Workload Reporting
Provide regular feedback on work in progress and decisions on workload priorities to Team Manager to ensure workloads are appropriately managed and performance standards met.
Procedural Knowledge
Maintain awareness of industry and company policy which influence local procedures, highlight local issues and suggest possible improvements to local working practices to ensure tasks are appropriately handled, right first time.
Team Support
Provide advice and support to team members to develop greater knowledge within the team.
What we need from you
Essential:
- Prioritisation
- IT literate
- Literate and numerate
- Verbal communication
- Customer service ethic
Desirable:
- Functional procedures
- Company structure