Contact Centre Agent - NuPay Alberton at Altron Bytes Systems Integration

Job Description

KEY RESPONSIBILITIES

Handling customer interactions

• Handle incoming calls.
• Manage incoming emails.
• Handling incoming chats.
• Manage Whatsapp channel.
• Make outbound calls.
• Handle all inbound & outbound customer interactions.

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)

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.

COMMUNICATIONS & WORKING RELATIONSHIPS:

Internal:

• NuPay Call Centre Team
• Delter Call Centre
• Account Managers
• Billing Department
• Sales Department
• Admin Department
• Business Support 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.

External:

• Merchants

Reasons for Interaction:

• Query resolution

QUALIFICATIONS, EXPERIENCE, & SKILLS

Educational Qualifications:

• Matric is required.
• A+ / N+ or a similar technical qualification is required.
• SQL & Power BI is advantageous

Professional Qualifications

• Call Centre experience required.
• Customer service experience required.
• Financial Services experience will be an added advantage.

Years of Experience

• 1 – 2 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.
• Organisational and prioritisation skills.
• 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.