Call Centre Consultant -Deposita - Midrand - South Africa

Remuneration and benefits will be commensurate with the seniority of the role and in compliance with company remuneration policy and practice.

Job Introduction

Call Centre Consultant - Deposita - Midrand - South Africa

Deposita SA, a world renowned Cash Management Company Specializing in Smart Solutions For Banking, Retail & Wholesale Sectors has a vacancy in the Call Centre Department.

Reporting to the National Customer Support Manager, the successful candidate will be responsible for addressing client queries, log jobcards, uphold service level agreements (SLAs), monitor systems, and prepare client reports.

The candidate will also be expected to maintain compliance with company policies, implement best practices, and demonstrate sound judgement in delivering excellent customer service.

Role Responsibility

• Effective incident management:
• Ensure that all telephone calls are dealt with professionally, efficiently and in accordance with laid down procedures.
• First Call Resolution.
• Administrative tasks including database management.
• Ensure that accurate records are kept and all calls are logged and data stored to enable reports to be generated for analysis by the Management Team.
• Deal with all incidents & emergencies according to laid down escalation procedures.
• Monitoring:
• Application Knowledge for Support.
• All Vendors Service Level Management Adherence.
• Device connectivity.
• SLA Management:
• The logging of all requests via telephone and email accurately into the Journey System.
• Manage end to end all calls logged and provide updates to keep customers informed.
• Use the required dashboards or views to track and escalate issues seamlessly.
• Escalation and management of calls to agreed SLA’s
• Avoid requests from breaching targets to meet client’s expectations.
• Health and Safety:
• Participate in safety forums created by the company for example safety meetings and safety talks.
• Report all safety incidents to the relevant people.
• Discuss all safety incidents on all levels.
• Follow-up on any activities assigned through safety meetings/committee/representative/management.
• Attend safety education and refresher programmes.
• Comply with safety policies and procedures at the workplace.
• Distribute safety information as and when required.
  
  
  

The Ideal Candidate

• Qualification & Technical Experience Required:
• Matric certificate or equivalent.
• Relevant tertiary qualification such as a diploma or degree in customer service, hospitality, communication, or related field.
• At least 1-2 years of experience in customer service or related field.
• Skills & Attributes:
• Strong telephone etiquette.
• Effective written and verbal communication.
• Conflict management and emotional intelligence.
• Business numerical skills and attention to detail.
• Customer Service jobs.
  
  
  

About The Company

Deposita, a leading cash and payments management company based in South Africa.

We protect lives and livelihoods from the harmful, costly effects of money. With less handling, temptation, error and waste, you can be more efficient, more profitable, save more and trust more.

For over a decade, we have perfected the art of cash management using world-class innovation, product development, manufacturing and implementation of technology to collect, handle, process, safeguard and dispense cash.

We provide tailored end-to-end cash, self-service, and payment management solutions for our customers in retail, wholesale and banking sectors through in-depth consultations. We ensure every security need is met and exceeded every step of the way.

We draw from extensive knowledge and experience to design and implement cash management solutions for businesses operating in a range of sectors around the world.

Through in-depth consultations, we customize our state-of-the-art technology to meet our customers’ unique business needs and achieve results.

Our devices run on our industry-leading, international accredited operating platform. Your device and financial information are as secure as money in the bank. You can also monitor your device and its transactions from anywhere – completely automating your cash flow. We even incorporate existing systems and partner with current security services providers to create the best possible solution.

To ensure you get the most out of your device and cash management solution, you and your staff will receive thorough training at a location that suits you. Plus, we’ll provide you with customized operating manuals to meet your business’s specific requirements.

For more information on Deposita, please visit: www.deposita.co .za