Senior Contact Centre Advisor (L2) - Sandton at Kazang

As the Senior Contact Centre Advisor (L2), you will be expected to handle any interaction with the vendors professionally, according to process and do your best to ensure that queries are resolved during first contact and with accuracy.

You will be expected to lead your team by example. You will always do your best to protect and promote the business and interest of the company and to preserve its reputation and goodwill.

Key Responsibilities include, but are not limited to:

• Managing VIP / Corporate customers inbound and outbound calls within the Service Level Agreement (SLA).
• Resolving clients’ financial queries including calculating basic commissions, accounting queries, and deposit queries.
• Investigating disputes related to deposits and making decisions on refunds.
• Daily team duty management and ensuring the advisors have support when needed.
• Managing your own team to ensure the daily deliverables are met and that your team contributes to the overall Contact Centre performance.
• 2nd point of escalation for the Contact Centre advisors on Financial and Technical tickets that cannot resolve.
• Managing feedback and escalations with third-party vendors.
• Responding in a timely manner to client emails and/or chats (internal and external).
• Logging tickets for customers (internal and external) on the fault problem and managing the relevant tickets within the SLA.

In order to be considered for this position, the following requirements must be met:

• Matric/Grade 12.
• Contact Centre Training/qualifications advantageous.
• 12 months + Customer Service Experience.
• 12 months + Contact Centre Experience.
• 12 months of Debit / Credit experience.
• Previous experience in the Value-Added Services (VAS) vending industry.

Technical Competencies:

• MS Office Suite.
• Freshdesk advantageous.

Behavioural Competencies:

• High level of interpersonal skills.
• Able to function well as part of a team.
• Excellent verbal and written communication.
• Must be able to describe and explain steps telephonically.
• Diligent, accurate and high attention to detail.
• Excellent customer service skills.
• Motivated, positive, can-do attitude and approach.
• Have a professional and personable demeanour.
• Able to work well under pressure.
• Lead the team by example and be able to pick up and address any performance gaps.