German / English Speaking Contact Centre Agent (Durban) - Tip Offs Anon at Deloitte

Job Description

• Under minimal supervision, to provide inbound and outbound telephonic services to internal and external clients subject to the requirement/s of the client Service Level Agreement, Deloitte Tip-offs Anonymous controls and processes and specific project/s you, as the agent, may be allocated to. 

Key Performance Areas:

  Strategic Impact

• Completes a variety of standard tasks that impact delivery of the broader team in relation to the overall strategy of the service area
• Positive impact on broader team

.Operational Effectiveness

• Maintains close focus on timelines and accuracy ensuring quality of delivery of the role
• Mitigates the risks that are inherent in the role through good attention to detail and compliance with client SLA, together with Deloitte Tip-offs Anonymous and Firm controls, policies and procedures
• Provides wrap-up reports to superior
• Adapts tasks, varying in nature, to the requirements of the team / business ensuring timelines are still achieved
• Quality outputs that meet deadlines
• Accuracy negates risk of output 

  Specialised Competencies

• Provides inbound telephonic services to client’s subject to the requirements of the Deloitte Tip-offs Anonymous procedures, systems, and client SLA’s.
• Adherence to all relevant legislation, including but not limited to Data Privacy Regulations as well as in-country Whistleblowing Legislation and Deloitte Tip-offs Anonymous controls and processes implemented to protect confidentiality of information provided by whistle-blower and to minimise risk to Deloitte Tip-offs Anonymous and its clients
• Ensure that all information obtained from caller has been accurately and timeously compiled in a wrap up report, in line with reporting requirements and Deloitte Tip-offs Anonymous processes
• Matters escalated and guidance sought where necessary
• Effective and accurate provision of feedback to callers as required
•  Accurate timeous and professional support with ad-hoc Deloitte Tip-offs Anonymous projects as required and directed
• Accuracy and quality of translations received within SLA and in accordance with Deloitte Tip-offs Anonymous processes and associated requirements

Qualifications

• 100% Fluency in German and English. Language testing will occur.
• 3 Year Diploma, preferably Forensic and or Call Centre based qualification
• 2 - 3 years working experience, preferably in a contact centre would be an advantage