Call Centre Consultant at G4S

• This role is responsible for handling client inquiries, logging job cards, ensuring adherence to service level agreements (SLAs), monitoring systems, and compiling client reports. Reporting directly to the Call Centre Team Leader, you will also be responsible for ensuring compliance with company policies, applying industry best practices, and exercising sound judgment to consistently deliver high-quality customer service.
• We welcome applications from all suitably qualified candidates, but SA citizens will have a distinct advantage.
• Please note this role requires working shifts and weekends as well

Main Responsibilities

Effective incident management

• Ensure that all telephone calls are dealt with professionally, efficiently and in accordance with laid down procedures.
• First Call Resolution
• Administrative tasks including database management.
• Ensure that accurate records are kept and all calls are logged and data stored to enable reports to be generated for analysis by the Management Team.
• Deal with all incidents & emergencies according to laid down escalation procedures.

Monitoring

• Application Knowledge for Support
• All Vendors Service Level Management Adherence
• Device connectivity

SLA Management

• The logging of all requests via telephone and email accurately into the Journey System.
• Manage end to end all calls logged and provide updates to keep customers informed.
• Use the required dashboards or views to track and escalate issues seamlessly.
• Escalation and management of calls to agreed SLA’s
• Avoid requests from breaching targets to meet client’s expectations

Health and Safety

• Participate in the design/ development/ review/ implementation and monitoring of the departmental safety plans for each year
• Participate in safety forums created by the company for example safety meetings and safety talks
• Report all safety incidents to the relevant people
• Discuss all safety incidents
• Follow-up on any activities assigned through safety meeting/committee/representative/management
• Attend safety education and refresher programs
• Comply with safety policies and procedures at the workplace
• Distribute safety information as and when required

Qualification and Experience

• Grade 12 / Matric Equivalent
• A relevant tertiary qualification, such as a diploma or degree in Customer Service, Communications, Banking or a related discipline
• A minimum of 1–2 years’ experience in a customer service or similar role
• Excellent telephone etiquette and interpersonal skills

Skills and Attributes

• Proficient Computer Literacy (Google Workspace / Microsoft Office)
• Strong verbal and written communication abilities
• Proven conflict resolution skills and emotional intelligence
• Solid business numeracy and a keen eye for detail
• Delivering great customer service