Consultant: Senior Support Desk Agent

TitleConsultant: Senior Support Desk Agent

Job Description

KEY RESPONSIBILITIES

Handling customer interactions

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.

CORE RESPONSIBILITIES

Manage incoming customer interactions

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.

Manage outbound customer interactions

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.

COMMUNICATIONS & WORKING RELATIONSHIPS:

Internal:

NuPay Call Centre Team

Delter Call Centre

Account Managers

Billing Department

Sales Department

Admin Department

Business Support Department

Development Department

Reasons for Interaction:

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.

External:

Merchants

Experian

Transunion

Insurance partners

Legal Soft

Reasons for Interaction:

Query resolution.

Feedback on set-ups

Feedback on set-ups & Query resolution

Feedback on set-ups & Query resolution

Feedback on set-ups &Query resolution

QUALIFICATIONS, EXPERIENCE, & SKILLS

Educational Qualifications:

Matric is required.

A+ is required.

SQL (Intermediate) required.

Power BI certification preferred.

DevOps certification preferred.

HTML & CSS Certification would be advantageous.

Professional Qualifications

Call Centre experience required.

Customer service experience required.

Financial Services experience will be an added advantage.

Years of Experience

2 – 3 Years Call Centre experience required

Other requirements

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.

Behavioural Competencies

The incumbent is required to have demonstrated the following competencies:

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.

Education

Languages

R-8437