Description:
To perform to the best of your abilities all duties and responsibilities reasonably assigned to you. You will do your best to protect and promote the business and interest of the company and to always preserve its reputation and goodwill. Manage outbound calls, mails, and cases within the Service Level Agreement (SLA). Accepting ownership for effectively solving customer issues, complaints, and enquiries; keeping customers updated on the progress of the cases where applicable. Performing First Line Troubleshooting (FLT) according to documented processes and procedures and ensuring First Call Resolution (FCR). Escalating cases to other departments if FCR cannot be done during FLT. Working closely with third party vendors – logging cases, ensuring timely feedback, and escalating outstanding cases to vendor / internal teams. Action instructions on the vendor teams groups within SLA. Data analyses – Bag orders, monthly reports and driving software and product improvements to reduce reoccurring calls in the Contact Centre. Adhering to processes and procedures pertaining to your role and daily functions. Attending to BDA exceptions and Comms reports daily Working hours are Monday to Friday from 08:00 to 17:00 with the possibility to work overtime as and when required including some weekends and public holidays. Matric essential 12 months Contact Centre and Client Services experience. Previous vendor management experience – advantageous R10K to R12K Matric essential 12 months Contact Centre and Client Services experience. Previous vendor management experience – advantageous
14 May 2022;
from:
gumtree.co.za