LEVEL 2 SUPPORT AGENT for Flash | onsite CT
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
