Call Centre Consultant
Location: Midrand
Job Type Classification: Permanent
Closing Date: Not Specified
Salary: market related
Job Introduction
Deposita SA, a globally recognized leader in cash management solutions, specializes in innovative offerings for the banking, retail, and wholesale industries. We are currently seeking a candidate for a vacancy in our Call Centre Department.
Reporting to the National Customer Support Manager, the successful applicant will handle client inquiries, log job cards, ensure adherence to service level agreements (SLAs), monitor systems, and compile client reports. The role also requires maintaining compliance with company policies, applying best practices, and exercising sound judgment to deliver exceptional customer service.
Role Responsibility
- Effective Incident Management
-Handle all telephone inquiries professionally and efficiently, following established protocols.
-Aim for first-call resolution whenever possible.
-Perform administrative duties, including managing databases.
-Maintain accurate records, ensuring all calls are logged and data is stored for management analysis and reporting.
-Respond to incidents and emergencies according to predefined escalation processes.
- Monitoring
-Demonstrate proficiency in application support.
-Ensure all vendors comply with service level management standards.
-Monitor device connectivity.
- SLA Management
-Accurately log all requests received via phone or email into the Journey System.-
-Oversee the end-to-end process of logged calls, providing regular updates to customers.
-Utilize dashboards or views to track and escalate issues smoothly.
-Manage call escalations within agreed SLAs.
-Prevent requests from exceeding targets to meet client expectations.
- Health and Safety
-Engage in company safety forums, such as safety meetings and talks.
-Report all safety incidents to the appropriate personnel.
-Discuss safety incidents across all levels.
-Follow up on tasks assigned during safety meetings or by committees, representatives, or management.
-Participate in safety education and refresher courses.
-Adhere to workplace safety policies and procedures.
-Share safety information as needed.
The Ideal Candidate
- Qualifications & Technical Experience Required
-Matric certificate or equivalent qualification.
-A relevant tertiary qualification (e.g., diploma or degree in customer service, hospitality, communication, or a related field).
-1–2 years of experience in customer service or a similar role.
- Skills & Attributes
-Excellent telephone etiquette.
-Strong verbal and written communication skills.
-Proficiency in conflict management and emotional intelligence.
-Business numeracy and a keen eye for detail.
-Passion for customer service roles.
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