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Contact Centre Agent Job Opportunity at Lesaka Technologies in Johannesburg

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The purpose of this role is to ensure the Contact Centre can support our vendors optimally while the business drives growth.

This includes improvement of overall SLAs and reduction in abandoned calls.

Also, to be better staffed during outages which have a negative impact for more than a day once resolved.

Key Responsibilities include, but are not limited to:

  • Managing interactions (mail, phone, and chat) with customers within the Service Level Agreement (SLA).
  • Accepting ownership for effectively solving customer issues, complaints and enquiries; keeping customers updated on the progress of the queries.
  • Educate customers on self-help options available and how to use these platforms.
  • Managing inbound and outbound calls within the Service Level Agreement (SLA).
  • Responding in a timely manner to clients’ emails and/or chats (internal and external).
  • Logging cases/tickets for customers (internal and external) on the platform and managing the relevant cases/tickets within the SLA.
  • Performing First Line Troubleshooting (FLT) according to documented processes and procedures and ensuring First Call Resolution (FCR).
  • Escalating tickets to other departments if FCR cannot be done during FLT.
  • Adhering to processes and procedures pertaining to your role and daily functions.
  • Working with third-party vendors – logging cases, ensuring timely feedback, and escalating outstanding cases to vendor / internal teams.
  • Ensuring that everything is recorded on the platform (what FLT was done, what the next step is,).

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

  • Matric.
  • Contact Centre Training is advantageous.
  • 12 months + Customer Service Experience.
  • 12 months + Contact Centre Experience.

Technical Competencies:

  • Computer literacy – MS Office Suite.
  • Freshdesk experience.

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 demeanor.
  • Able to work well under pressure.
  • Adhere to processes and procedures.
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