Escalation Support Agent

12 hours ago

Northern Suburbs, South Africa Flash Full time

**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 adhering to the process at all times
- Ensure first call resolution is achieved
- Achievement of performance targets as set by the Team Leader to ensure consumer/Trader excellence is met
- Identify and Report any suspicious activities to the Fraud team for investigation
- To undertake any additional tasks as directed by management in a the interest of the company and he consumer/Trader
- Communicate directly with traders where there is a need to meet quality standards.

Adhere to all company policies and procedures relating to consumer/Trader accounts.

**Minimum Requirements**:

- Matric
- 3 years call centre experience in customer service or customer support
- Relevant tertiary qualification advantage
- Technical expertise - Call Centre technology
- Ms Office
- Ability to speak an African language, advantageous
- Knowledge of Management tool, Data warehouse, Gateway, SSRS Systems and Fresh Desk, advantages
- Clear credit and criminal Record
- IR clear

**Skills & Attributes**
- Confident and Solution-orientated
- Customer service principles
- Think creatively when finding solution to problems
- Excellent problem-solving skills
- Superior oral and written communication and interpersonal skills
- Attention to detail and Be able to self-manage
- Mature & Trustworthy
- Critical thinker and proactive

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