Call Centre Consultant & Reviewer

Role Summary

The Call Centre Consultant and Reviewer is required to monitor the omnichannel platform and respond to all incidents as quickly as possible. All relevant calls need to be transcribed into a professionally written report and sent to the relevant client within the allocated timeframe.

 

QUALIFICATIONS

  • Minimum: Higher Certificate or equivalent (NQF Level 5)
  • Preferred: An appropriate tertiary qualification, such as B-degree, National Diploma (Ndip) or equivalent (NQF Level 7)

 

EXPERIENCE

  • 1 to 3 years’ experience working in a call centre environment.
  • Experience compiling professional written reports is essential.
  • Experience working in an ethics and fraud hotline call centre would be advantageous.

 

SKILLS & KNOWLEDGE

  • Excellent verbal and written communication skills (English).
  • Intermediate Microsoft Office skills.
  • Extensive knowledge of report writing according to the required technical standards.

 

RESPONSIBILITIES

Operational

  • Monitoring the omnichannel platform and responding to all interactions as quickly as possible.
  • Screen incoming interactions to determine whether to assist the caller or refer them elsewhere.
  • Following all relevant procedures in case of emergencies, prank callers, or follow-up calls.
  • Attending to calls with empathy and quickly building rapport to put the caller at ease and asking probing questions to assist the caller in providing complete and accurate information.
  • Transcribing calls into a professionally written, objective and unbiased report, containing all the relevant information.
  • Ensuring the anonymity of the caller is respected, in accordance with the caller’s preference.
  • Sending reports for review within the allocated timeframe.
  • Reviewing reports to ensure that all the relevant information was captured and the report is professionally compiled.
  • Sending reports to relevant recipients within the allocated timeframe.
  • Capturing and responding to feedback according to procedure.
  • Assisting with follow-up calls between the client and caller.
  • Performing everyday responsibilities in accordance with the quality objectives.
  • Any call centre related work that is requested by the Call Centre Manager, Chief Operations Officer, or any other Manager.

 

COMPETENCIES

  • Interacting with People: Very lively, talkative and projects enthusiasm. Is focused on interacting and networking with people.
  • Establishing Rapport: Very quickly establish rapport with people. Like making new friends and find making friends easy. Attach importance to and are effective in making a good first
  • Documenting Facts: Communicates well in writing, readily understand the logic behind an argument and will ensure that all the relevant facts are taken into consideration.
  • Team Working: Takes full account of other people’s views and work well in a team, will go to considerable lengths to include others in the final decision.
  • Meeting Timescales: Conscientious about meeting deadlines, highly punctual and high unlikely to leave things unfinished.
  • Checking Things: Very thorough and even perfectionistic, ensures that things are done properly, delivering high quality work with great attention to detail.
  • Upholding Standard: Uphold the highest standards and honour agreed commitments. Is discreet and maintains confidentiality.
  • Articulating Information: Presentation oriented, good at explaining things and confident when meeting new people.
  • Following Procedures: Extremely rule following, procedural and risk averse.
  • Examining Information: Analyses and processes information very effectively when solving problems. Very curios and good at asking probing questions.
Job Category: Call Centre
Job Type: Full Time
Job Location: Johannesburg

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