Role Summary

The purpose of this role is to ensure the Contact Centre delivers optimal support to vendors while supporting business growth. The successful candidate will contribute to improving Service Level Agreements (SLAs), reducing abandoned calls, and ensuring adequate staffing during system outages that have extended operational impact.

Key Responsibilities

• Manage customer interactions across multiple channels, including phone, email, and chat, in line with agreed SLAs.

• Take ownership of customer issues, enquiries, and complaints, ensuring timely resolution and regular communication updates.

• Educate customers on available self-service platforms and guide them on effective usage.

• Handle inbound and outbound calls while maintaining SLA and quality standards.

• Respond promptly to internal and external customer emails and chats.

• Log, track, and manage customer cases or tickets on the service platform within SLA requirements.

• Perform First Line Troubleshooting (FLT) according to documented procedures, aiming for First Call Resolution (FCR).

• Escalate unresolved issues to relevant internal teams or third-party vendors when necessary.

• Work closely with third-party vendors by logging cases, following up on feedback, and escalating outstanding matters.

• Ensure all actions, troubleshooting steps, and next steps are accurately recorded on the system.

• Adhere strictly to company processes, procedures, and service standards.

Minimum Requirements

• Matric (Grade 12).

• Minimum of 12 months’ customer service experience.

• Minimum of 12 months’ contact centre experience.

• Contact Centre training will be advantageous.

Technical Competencies

• Computer literate with proficiency in the MS Office Suite.

• Experience using Freshdesk or similar ticketing systems (Freshdesk experience preferred).

Behavioural Competencies

• Strong interpersonal and teamwork skills.

• Excellent verbal and written communication abilities.

• Ability to clearly explain processes and troubleshooting steps telephonically.

• High level of accuracy, attention to detail, and diligence.

• Strong customer service orientation.

• Self-motivated with a positive, proactive attitude.

• Professional, approachable, and personable manner.

• Ability to perform well under pressure.

• Consistent adherence to processes and procedures.