Level 2 Support Agent- Northern Suburbs (Cape) at Flash Group

RESPONSIBILITIES:

• Answer and respond efficiently to telephone, email and WhatsApp queries to produce the desired outcome for the trader.
• Deal with banking queries.
• Assist in the day-to-day problem solving, call query resolution and thinking outside the box in different scenarios.
• Address escalated issues including customer complaints, aggressive and unreasonable callers and provide support to the Team Leaders and QA’s.
• Fraud monitoring, investigating, and reporting.
• Actively problem solve and answer enquiries from Traders, Area Growth Manager, Kiosk representatives and provide support to the Team Leader. -
• Ensure delivery of superior customer experience
• Meet and exceed required key performance indicators in relation to quantitative, qualitative, and behavioural volumes.
• Attend to outbound calls when required
• Compile reports to management and assist Team leader in collecting data
• Play a strong role in coordinating responses
• Contributes to ongoing quality of support tools
• Monitoring using tools E.g. SF monitor and notification emails

Requirements

 MINIMUM REQUIREMENTS:

• Matric certificate
• 1-3 years of experience in a call centre environment
• Proficient in relevant computer applications
• Experience in customer support
• Excellent command of English
• Previous experience in web hosting and Live chat (advantageous)
• The minimum typing speed requirement is 25 words per minute.

SKILLS:

• Excellent problem solving skills
• Attention to detail and the ability to work with large amounts of data
• Good communication and people skills
• Excel and data analysis skills
• Experience in supporting customers in a technical and fast paced environment.
• Basic problem solving and logical analysis skills
• Multitask
• Time Management
• Computer Literacy

ATTRIBUTES:

• Confident
• Adaptable
• Direct
• Mature
• Friendly
• Energetic
• Team Player
• Able to work unsupervised