Escalation Support Agent

**Responsibilities**: - Resolve all issues escalated by the Voice and Non voice call centre teams - Own the relationship between call centre teams and internal stakeholders and professionally process all issues positively and respectfully - Respond to issues in a timely manner/escalate where required - Ensure a full knowledge of the escalation process and...

**Main Purpose of the Job**: The Mweb Sales division in Cape Town currently has a vacancy for an Escalations Co-ordinator reporting to the Escalations Manager. The Escalations Co-ordinator is the central point of communication in resolving queries, complaints and escalations between Mweb, its internal departments, Third Parties and the Customers. **Job...

**Job Output**: - Coach agents in all channels to improve overall sales, processes and customer service. - Provide encouragement, support, and positive reinforcement to all Agents. - Work closely with Quality Assessors to ensure that overall quality across sales and back office is met. - Provide critical coaching data used to generate weekly or monthly...

This role will be accountable for the successful output of the following performance areas: **Manage daily operations**: - Supervise, lead and performance manage a team of agents - Drive and manage client service objectives and call times - Ensure correct procedures are followed and give direction to employees on what to do and how to improve - Support...

To action, resolve or escalate a range of customer queries or complaints via various communication channels in a professional and customer centric manner and perform administrative functions relating to store maintenance and staff card reconciliations. **Query Handling** - Interpret and resolve queries by providing accurate account, product and / or service...

**RESPONSIBILITIES**: - Identify possible webchat errors and report them to management. - Update trader’s information on the Call centre portal. - Identify and escalate priority issues to relevant department. - Follow up on traders/ customer’s chats. - Being able to report their daily duties on a monthly basis. - Proven ability to build traders...

**Main Purpose of the Job**: The Mweb Sales division in Cape Town currently has a vacancy for an Escalations Co-ordinator reporting to the Escalations Manager. The Escalations Co-ordinator is the central point of communication in resolving queries, complaints and escalations between Mweb, its internal departments, Third Parties and the Customers. **Job...

**Query Handling** - Interpret and resolve queries by providing accurate account, product and / or service related information aligned to the Standard Operating Procedures - Access various systems as required to resolve queries and / or complaints and accurately update information - Escalate relevant queries to stakeholders to ensure resolution - Capture the...

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**Responsibilities**: - Daily / Weekly / Monthly reporting - Major outages affecting the contact centre - Identify operational issues and investigate, implement, and track improvements. - Manage the daily operations of the team including punctuality, response times issues, outages on the desk. - Take calls that agents can’t handle and be available when...