Consumer Quality Support Voice Agent

1 week ago

Johannesburg, Gauteng, South Africa TransUnion Full time R104 000 - R312 000 per year

TransUnion's Job Applicant Privacy Notice

What We'll Bring:

Overview:

Provide world-class customer service within a global contact center environment. This team's objective is to achieve first contact resolution whenever possible while delivering an elite experience to all TUCI customers and consumers. To assist with calls for our UK based Consumers

Use homegrown and industry support applications while complying with information security, process steps and regulatory standards for TransUnion and the credit industry. Succeed while working onsite or a remote location depending on current business climate and company policy.

What You'll Bring:

Responsibilities:

•    Representing Transunion as a frontline advocate. Take customer calls and provide accurate, satisfactory answers to their queries and concerns.  

•    Assisting consumers with completing their orders to become Transunion customers. Assist all consumers based in the UK.

•    Helping customers gain access to websites and/or product features, handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.

•    Educating customers on TransUnion products and benefits along with high level credit industry concepts.

•    Leading customers through a variety of issues and troubleshooting service interruptions while accurately capturing steps/details.

•    Retaining subscribers by highlighting the product benefits specific to each customer need Requirements: 

•    Strong written and verbal English communication skills. Follow communication procedures, guidelines and policies.

•    Ability to guide consumers courteously and effectively through sometimes challenging situations.

•    Experience within a customer service and/or call center environment.

•    Aptitude to record details and steps taken to resolve routine and uncommon calls.

•    Proficient time management and multi-tasking skills.

•    A positive & cooperative attitude preferred Abilities: 

•    Experience with customer retention or sales. 

•    Familiarity with CRM applications/practices.

Impact You'll Make:

For positions based in South Africa, preference will be given to suitably qualified candidates from designated groups in line with the company's Employment Equity plan and targets.

Should you have not heard from us within 3 weeks from applying, please regard your application as unsuccessful.

Please note it is a requirement of the Global Capability Centre Africa that you reside in a home that is fibre ready; and has space for you to be able to work comfortably and confidentially on a day-to-day basis for the purpose of your proposed employment. You can be based anywhere in South Africa that has fibre, but will not be able to work in a location outside of South Africa.

A Minimum of a 100 Meg Fibre line is required, should you be successful, you will need to upgrade your line or install fibre in order to work effectively.

This is a remote position which may require occasional in-person attendance at work-related events at the discretion of management.

TransUnion Job Title

Administrator I, Consumer Quality Support

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