Job Description

Contact Center Advisor (JB4556)
R10 000 per month CTC
Sandton, Johannesburg, Gauteng
PermanentA leading provider of automated cash management and payment solutions within the retail community is looking for a contact center advisor to join their team.As the contact center advisor, your responsibilities will be to provide an exceptional and professional customer service experience including performing to the best of your abilities all duties and responsibilities as reasonably assigned to you.Minimum Requirements:
Matric
1+ years contact center experience
Willing to work rotational shifts (including weekends and public holidays)
Excellent customer service
MS Office proficient
Own vehicle and a valid driver's license (advantageous)Duties:
Managing inbound and outbound calls within the Service Level Agreement (SLA).
Responding promptly to client emails and/or chats (internal and external).
Logging cases/tickets for customers (internal and external) on the Case Management System (CMS) and managing the relevant cases/tickets within the SLA.
Accepting ownership for effectively solving customer issues, complaints, and inquiries; keeping customers updated on the progress of the cases where applicable.
Performing First Line Troubleshooting (FLT) according to documented processes and procedures and ensuring First Call Resolution (FCR).
Escalating cases to other departments if FCR cannot be done during FLT.
Working with third-party vendors - logging cases, ensuring timely feedback, and escalating outstanding cases to the vendor / internal teams.
Ensuring that everything is recorded on the CMS (what FLT was done, what the next step is, uploading emails, job cards, etc.)
Adhering to processes and procedures about your role and daily functions.
Working shifts and overtime based on the rotational roster.
Please do not apply using Scanned CVs, no supporting documentation is required at this point, this will be requested later.IMPORTANT: We specialize in specific niche fields. Regret that we are unable to provide assistance for any fields outside of this scope. Fields can be viewed on our website.Kontak Recruitment Disclaimer:
Equal opportunity: All backgrounds are welcomed, with no bias. All are considered based on requirements.
Job specifics: Requirements mirror advertisement, duties may adjust for client needs.
Fair process: Fair assessment, only shortlisted candidates contacted due to volume.
Privacy: Data processed as per Privacy Policy. By applying, you agree to data handling. We safeguard applicant info.
Candidate verification: Candidates selected by the client are verified. False info may disqualify or end employment via the client.
Offer clarity: Advert is not a binding offer. Written offers based on pre-employment conditions.
No direct link: Advert is not tied to Kontak Recruitment. We assist in the employment process ONLY.
Applicant Responsibility: Upon applying, confirmation of receipt for a specific advert is given. If no confirmation is received, you must verify with Kontak Recruitment.

Kontak Recruitment