Skills
Coaching; Analytical Thinking; Microsoft Office; Problem Solving; Compliance; Social Media; Credit; Payment Handling; Troubleshooting; Customer Service; Electronic Mail; Customer Queries
About
Specialized customer facing role offering telephonic and email support for customer cases
• Utilize excellent customer service skills and exceed customers’ expectations
• Manage and resolve escalated and specialized issues within SLA
• Assist with troubleshooting decoder and smart card errors
• Escalations from 1st line support teams and social media teams
• Payment escalations and disputes from banks, PayPal, and other partners
• Perform analysis (troubleshooting) and resolution of customer queries and escalations
• Route issues that cannot be resolved by the Second Line Support team to the relevant Engineering teams
and track resolution
• Monitoring of dashboards to monitor usage and highlight any potential ‘red flags’ to the engineering team
• Manage known issues related to Showmax and Box office products
• Ensure high quality of escalations by proper recording, documentation, and resolution. Providing feedback
to team leader
Answering incomings call
• Attending to outgoing calls
• Documenting calls
• Assisting with technical queries
• Troubleshooting the sim and the handset
• Upsell products and services
• Processing customers’ orders
• Managing customer complaints
• Escalating customer issues
• Assist with number porting
, TRACKER– SOUTH AFRICA
Duties: • Check the customer data supplied in Excel
• Coordinate distribution of data records between team members
• Review customer information on Tracker’s CRM systems and identify gaps
• Contact customers to obtain updated information and assist with additional requests, escalating
to
• other Tracker teams, where required
• Update customer information on Tracker’s systems and Partner systems, based on the updated
information received from customers
• Verify that billing has been initiated for updated customer records
• Update relevant Excel spreadsheet to capture completed activities
• Adhere to deadlines and targets set by the Supervisor/Manager
• Assist with any other tasks or duties assigned by the Supervisor/Manager as the need arise to
ensure exceptional and efficient service
• Exhibit excellent communication and writing skills, and impeccable attention to detail.
Receive inbound calls from UK based consumers needing assistance with billing and statements
• Assist with VODAPHONE queries, via telephone, email and chats
• Booking handsets for repairs and issuing of sim card replacements
• Replying to customer’s feedback
• Conducting market research
• Maintaining customer records
• Escalate issues to supervisors and managers
• Providing product and service information
• Checking consumers orders
• Troubleshoot technical errors on handset and sim cards
• Deliveries, technical issues and general queries
Contacting debtors using company technology platforms and systems (Excalibur)
• Negotiating payments on outstanding Foschini group accounts
• Sending statement and settlement letters
• Educating debtors on the consequence of non-payment
• Educating debtors on benefits of payments
• Ensuring duties are performed within the parameters as set out within the Debt Collectors ACT
• Adhering to the rules, regulations and policies
• Ensure that targets are met and exceeded
• Follow up on broken promises to pay
• Negotiate payment plans with debtors
• Record and update debtors’ information on the system
Professionally manage all consumer’s interactions as rostered within required parameters,
inclusive of calls, emails and other tasks that will be determined from time to time by the Team manager
• Ability to learn and maintain a consistently high level of knowledge regarding Transunion’s products,
services, systems, processes, policy knowledge and tools and by doing so demonstrate consistent
knowledge of these services and processes when performing all voice operations in a professional tone
• Provide an exceptional customer experience to our consumers, by anticipating their needs and proactively
championing and resolving their issues and utilizing all the resource tools available.
• Resolve all consumer’s queries with willingness, appropriate tone, and language within acceptable time
frames per company policies and procedures, where resolution is not immediately possible, ensures
follow-up action is taken, and provide feedback to the consumer
• Where applicable educate customers/consumers on TransUnion products, processes, and any applicable
regulatory information
• Accurately and efficiently capture all customer/consumer details and data relevant to the call
• Maintain a solid understanding of US credit/financial principles
• Adheres to established company processes
• Works with QA and team lead to improve individual performance based on feedback and coaching to
ensure high quality work is delivered to customers and consumers
• Ability to work according to all individual targets to achieve departmental service levels agreements as
well as adherence to company and departmental policies, procedures, and compliance
• Performs other duties as assigned
Profile Photo
