Call Centre

2 weeks ago


Cape Town, Western Cape, South Africa TrudyQ Consulting Full time
A clear understanding of the operational environment, an acute sense of urgency and the need to communicate accurately and timeously whilst ensuring near 100% uptime is maintained are key requirement

MINIMUM RERQUIREMENTS & CORE COMPETENCIES:

  • Matric/NQF 2 3 years experience within a customer services/technical consulting role
  • Strong overall Information Technology experience and knowledge
  • Previous call centre/customer services experience within payment processes orientated environments
  • Understand the real time framework
  • Strong Communication Skills: Written/verbal
  • Understanding of systems monitoring
  • Understand the EFT Switching environment
  • Understand the Batch processing environment
  • Understand the different file movement protocol (SFTP, XCOM, CD etc.)
  • Have an understanding how to identify alerts and the process behind them, fixing
  • Flexible to work shifts (4 days on 3 days off: 06h30 14h30/14h30 22h30/22h30 06h30)

Key Job Functions

  • Assist Team Leader to maintain high levels of action, quality and precision, and a delivery focus
  • Required to complete daily shift tasks
  • Ensure escalation is done promptly to the correct Support department with mínimal downtime
  • Work with other departments to solve and close current problems where applicable
  • Communicate and assist team Leader on the status of outstanding internal/external issues and communicate these with all parties concerned
  • 1st line troubleshooting and problem solving for internal and external clients as well as service providers where applicable
  • Ensure all necessary tickets/incidents are logged and assigned to relevant support department
  • Ensure root cause and resolution analyses are included and updated in all Incidents being updated
  • On the job training & knowledge sharing requirements are brought to Team Leaders attention
  • Ensure all Checklists are uptodate, and information is captured accordingly
  • Fulfil adhoc requirements that may arise and are not specifically listed above
  • Provides ongoing support to colleagues
  • Batch Processes File transmissions


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