Call Centre Agent

2 weeks ago

Pretoria, Gauteng, South Africa NTT Ltd. Full time

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In today's 'iNTTerconnected' world, connections matter more now than ever.

By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world's most significant technological, business and societal challenges.


With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.


Want to be a part of our team?


The Customer Service and Support function are responsible for activities related to assisting, supporting, and resolving customers' questions specific to products and services.


The Customer Support area is responsible for assisting customers by providing information about products and/or services, answering questions, and resolving problems and issues.

The Call Center's focus specializes in placing or answering calls to customers related to pre-and post-sales service.

Requires to maintain product knowledge and awareness of customer service policies. May develop business opportunities based on calls.


This job family is in the support level category and the focus is on completing tasks or activities supporting the implementation of procedures.


Incumbents in this job level category typically require general education, vocational, and/or on-the-job training, and may provide direction to other employees with similar duties.


Working at NTT


The primary responsibility of the Contact Centre Agent is to (whether inbound or outbound) answer and/or initiate client calls, respond to client needs in a professional, service-oriented manner, and maintain the highest level of client satisfaction by seeking first call resolution.

They have effective communication skills and must be knowledgeable about the products and/or services of the organization. This position monitors the progress of client queries (complaints/requests and ensures that the queries are resolved. This position may be required to provide responses to submitted queries through outbound calling.

Key roles and responsibilities:

Build and maintain strong relationships with relevant stakeholders, i.e., Customers, External Service Providers, MBFS employees, MBFS Management Team


Administer, co-ordinate and manage the payment schedule invoicing process, the collection and clearing thereof in a timely manner and within prescribed policies and procedures in order to reduce the delinquency rate and minimizing the credit losses in support of the agreed target.

Administer, co-ordinate and manage the payment schedule invoicing process, the collection and clearing thereof in a timely manner and within prescribed policies and procedures in order to reduce the delinquency rate and minimizing the credit losses in support of the agreed target sets

Facilitate, Administer, co-ordinate, manage the allocation and clearing process of incoming payments via the miscellaneous receipts on the live, matured and terminated portfolios to mitigate the risk for Mercedes-Benz Financial Services by reducing the delinquency rate in support of the agreed targets

Analysis and reporting on the weekly progress made on the miscellaneous receipts register in order to mitigate the risk for Mercedes-Benz Financial Services

Administer, co-ordinate and manage the individual and batch ad-hoc debit order submissions, incl.

Real Pay, blocking of debit orders and the processing of customer refunds on the Mercedes-Benz Financial Services delinquent portfolio for Passenger Car vehicles on the live, terminated and matured portfolio within prescribed policies and procedures in order to reduce the delinquency rate and minimizing the credit losses in support of the agreed targets.

Processing and administrating of bank rejections, de-allocations, cancellation of receipts and Hyphen rejections within prescribed policies and procedures

Processing and drafting of detailed and summarized versions of reconciliation statements in accordance with the account status in the Contracts Management System within prescribed policies and procedures

Key functional expert in support of the Contracts Management System for all Legal and Collections related functions

Knowledge, skills, and attributes

  • Good proficiency and navigation skills around a PC
  • Excellent keyboard skills
  • Good telephone manner with a clear speaking voice
  • Good communication skills and the ability to build rapport with the client
  • Ability to be organized and prioritize work (good time management)
  • High attention to detail and process driven
  • Selfmotivated and deadline orientated
  • Willingness to work standby and/or shifts when necessary
  • Ability to work in a highly structured environment
  • Display good verbal and written communication ability
  • Demonstr

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