Contact Investigation Agent

2 weeks ago

Cape Town, Western Cape, South Africa Webhelp Full time

Other

Internal

Location

  • Cape Town, South Africa
    Language


 English***
Job Advert: Listening is a skill many have yet to develop. A good listener hears what you're saying, but a great listener hears what you are not saying.


Webhelp is in search for a Contact Investigation Agent to join our Claremont team where you'll identify business process improvement and asses and analyse our different customer journeys.

Your key focus will be call listening and documentation. You will need to be highly organised and diligent in your work. We need someone with an inquisitive nature and urge to get to the bottom of issues when problem solving.

We don't want someone who can just point out issues, instead we want someone who uses out of the box thinking to find the source of the issue to find an innovative solution to solve it.

Communication is a key asset in this role. Both verbal and written communication is essential in building relationships and parting knowledgeable insight to the team and clients.

What you will do in this role
As a Contact Investigation Agent on our team, you'll be:

  • Ensuring all investigations are recorded accurately, fully documenting the customers journey where applicable
  • Completing bespoke, targeted investigations, ensuring insight gathered is in a reliable, consistent format and regularly fed back to the Insight Analysts
  • Recording relevant information and highlighting both positive and negative elements of process, systems and behaviors, identifying root causes where possible
  • Assessing difficult customer journeys and escalating to senior colleagues where appropriate
  • Keeping uptodate with business changes for all relevant campaigns, ensuring 100% effective analysis at all times
  • Taking opportunity to formulate recommendations, solutions and empowerment suggestions to feed back to both senior internal stakeholders and the client
  • Developing an analytical approach, understanding and technical skills

Your qualifications and experience

Concentrix is a great match if you have:

  • A minimum of 12 months' experience in a Customer Service Advisor role with a proven highly exceptional customer experience record
  • Knowledge of contact centres with a desire to help make improvements
  • A minimum of 12 months' experience on the TVG campaign
  • The ability to translate findings from call listening activities that caters to a specific brief
  • Excellent knowledge of relevant internal systems, software and company procedures etc.
  • Understanding of our client's systems, processes and best practice
  • A track record of delivering according to deadlines
  • A professional approach to all tasks
Please note that the appointment will be made in line with the company's EE Plan.

After applying, you will be sent a link to complete a quick online chat-based interview.

We don't want you to miss out on the opportunity so please check all of folders for the link after applying.

Completing and passing this step is essential for shortlisting.

***
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