Current Vacancies at Webhelp SA

What you will do in this role

As a Customer Service Representative on our team, you will:

• Establish customer requests and expectations, offering efficient and accurate resolution
• Manage multichannel interactions (e.g., voice, email, or chat) to ensure a consistent customer experience
• Champion better brand experiences for our customers and clients by upselling and recommending client products, services, and solutions
• Process payment information with high security and integrity

Your qualifications

Concentrix + Webhelp is a great match if you:

• Have a matric certificate
• Are proficient in English verbal communication
• Have at least 12 months’ experience in a contact centre
• Have the ability to troubleshoot and find effective resolutions
• Are self-motivated and highly responsible

It will be a plus if you:

• Have experience working on an international campaign
• Have sales through service ability

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What you’ll be doing

• Planning and driving the delivery of key owned account strategic objectives, including contact and cost to serve reduction, customer resolution, customer retention and acquisition, and driving improvements in customer satisfaction and advocacy
• Ensuring that we actively engage in all relevant strategic developments within each owned account and acts at all times as a strategic business partner
• Maintaining excellent senior level relationships with appropriate owned account people and develop and implement effective engagement strategy for each owned account
• Leading, motivating and inspiring the relevant operational teams to effectively deliver key client outcomes and achieve market-leading client satisfaction
• Ensuring all key financial targets are met
• Driving the achievement of required efficiency and effectiveness goals to ensure delivery of the objectives of accoonts and partnerships
• Delivering excellent service ensuring seamless transaction of client processes and procedures offering innovation and implementation of the client business needs
• Directing and managing area of control and responsibility within agreed operational & financial budgets and actively reducing cost base to a minimum operational level to maximise revenue opportunities

What you’ll need

• Ability to work US hours on a North American time zone
• Commitment to client delivery and relationship management
• Previous operational success in the contact centre/outsourcing industry
• Tenured senior leadership experience, working within a matrix model for a global organisation
• Proven track record in client and account management at senior level
• Experience of driving and implementing significant strategic business transformation
• Senior level experience of strategy development and execution, operational management, business/service development, and delivery of financial results
• Strong commercial awareness and contract negotiation with clients
• Progressive forward thinker who identifies industry and customer trends to ensure competitive advantage
• Ability to work under pressure without losing sight of priorities
• Proven track record in effectively managing change
• Results focused and committed to high personal standards and a desire to achieve
• Clear credit, disciplinary and criminal records

go to method of application »

What you’ll be doing

• Planning and driving the delivery of key owned account strategic objectives, including contact and cost to serve reduction, customer resolution, customer retention and acquisition, and driving improvements in customer satisfaction and advocacy
• Ensuring that we actively engage in all relevant strategic developments within each owned account and acts at all times as a strategic business partner
• Maintaining excellent senior level relationships with appropriate owned account people and develop and implement effective engagement strategy for each owned account
• Leading, motivating and inspiring the relevant operational teams to effectively deliver key client outcomes and achieve market-leading client satisfaction
• Ensuring all key financial targets are met
• Driving the achievement of required efficiency and effectiveness goals to ensure delivery of the objectives of accoonts and partnerships
• Delivering excellent service ensuring seamless transaction of client processes and procedures offering innovation and implementation of the client business needs
• Directing and managing area of control and responsibility within agreed operational & financial budgets and actively reducing cost base to a minimum operational level to maximise revenue opportunities

What you’ll need

• Ability to work US hours on a North American time zone
• Commitment to client delivery and relationship management
• Previous operational success in the contact centre/outsourcing industry
• Tenured senior leadership experience, working within a matrix model for a global organisation
• Proven track record in client and account management at senior level
• Experience of driving and implementing significant strategic business transformation
• Senior level experience of strategy development and execution, operational management, business/service development, and delivery of financial results
• Strong commercial awareness and contract negotiation with clients
• Progressive forward thinker who identifies industry and customer trends to ensure competitive advantage
• Ability to work under pressure without losing sight of priorities
• Proven track record in effectively managing change
• Results focused and committed to high personal standards and a desire to achieve
• Clear credit, disciplinary and criminal records

go to method of application »

What you’ll be doing

• Planning and driving the delivery of key owned account strategic objectives, including contact and cost to serve reduction, customer resolution, customer retention and acquisition, and driving improvements in customer satisfaction and advocacy
• Ensuring that we actively engage in all relevant strategic developments within each owned account and acts at all times as a strategic business partner
• Maintaining excellent senior level relationships with appropriate owned account people and develop and implement effective engagement strategy for each owned account
• Leading, motivating and inspiring the relevant operational teams to effectively deliver key client outcomes and achieve market-leading client satisfaction
• Ensuring all key financial targets are met
• Driving the achievement of required efficiency and effectiveness goals to ensure delivery of the objectives of accoonts and partnerships
• Delivering excellent service ensuring seamless transaction of client processes and procedures offering innovation and implementation of the client business needs
• Directing and managing area of control and responsibility within agreed operational & financial budgets and actively reducing cost base to a minimum operational level to maximise revenue opportunities

What you’ll need

• Ability to work US hours on a North American time zone
• Commitment to client delivery and relationship management
• Previous operational success in the contact centre/outsourcing industry
• Tenured senior leadership experience, working within a matrix model for a global organisation
• Proven track record in client and account management at senior level
• Experience of driving and implementing significant strategic business transformation
• Senior level experience of strategy development and execution, operational management, business/service development, and delivery of financial results
• Strong commercial awareness and contract negotiation with clients
• Progressive forward thinker who identifies industry and customer trends to ensure competitive advantage
• Ability to work under pressure without losing sight of priorities
• Proven track record in effectively managing change
• Results focused and committed to high personal standards and a desire to achieve
• Clear credit, disciplinary and criminal records

go to method of application »

What you’ll be doing

• Presenting a professional, friendly and caring image to the customer at all times
• Assisting in the business success of the Team by taking ownership of personal performance
• Ensuring the customer is given full and correct information
• Acting in a responsible manner at all times ensuring compliance with policies
• Resolving issues assigned from the IT Helpdesk
• Diagnosing and resolving faults raised by customers
• Supporting the rest of the IT department with internal issues and work on IT projects when required
• Performing daily maintenance checks
• Working to predefined service level targets
• Adding value to IT customer support
• Liaising with resolver groups and IT suppliers and clients
• Keeping up to date with changes with technology
• Being responsible, together with other team members, for developing and maintaining a high-quality IT service for all customers and clients
• Challenging existing methods where improvement opportunities exist
• Providing remote support using a variety of communication and collaboration tools

What you’ll need

• High school education and preferably higher education HND or Degree level
• In-depth technical understanding of IT services
• Must demonstrate, understand and comply with all legislative requirements including but not limited to FSA, DPA, OFCOM
• Must demonstrate, understand and comply with policy – particularly in relation to certification standards (e.g. ISO27001, PCI DSS, ISO9001)
• Ability to support various operating systems: Microsoft Server (2003 / 2008), Microsoft client (Windows XP, Windows 7), Linux, VMWare
• Knowledge of networking technologies
• Any IT certification\course would be extremely beneficial (MCP, MCSE, CCNA)
• Knowledge of any Telephony ACD, Avaya, Aspect, Genesys systems (Desirable)
• Experienced problem solving in technical areas
• Good organisation and administrative skills
• Prior experience of supporting multiple system users in a large business environment
• Clear and concise communication skills through all levels of staff