Deloitte Risk Advisory – Tips-Offs Anonymous – German Speaking Contact Centre Agent Jobs in uMhlanga South Africa
Main purpose of Job
Under minimal supervision, to provide inbound and outbound telephonic services to internal and external clients subject to the requirement/s of the client SLA, TOA controls and processes and specific project/s you, as the agent, may be allocated to.
Key Performance Areas:
Strategic Impact
Completes a variety of standard tasks that impact delivery of the broader team in relation to the overall strategy of the service area
Positive impact on broader team
External/ Internal Client Impact
Performs a variety of inter-related tasks that impact on the efficient delivery of the team to the client (internal / external)
Produces timeous and accurate work in support of the broader team’s delivery
Raises issues promptly that may impact broader delivery
Work is accurate and on time
Operational Effectiveness
Maintains close focus on timelines and accuracy ensuring quality of delivery of the role
Mitigates the risks that are inherent in the role through good attention to detail and compliance with client SLA, together with TOA and firm controls, policies and procedures
Provides wrap-up reports to superior
Adapts tasks, varying in nature, to the requirements of the team / business ensuring timelines are still achieved
Quality outputs that meet deadlines
Accuracy negates risk of output
Quality reporting
Business requirements are achieved
Development/ Growth of Team (Detail applicable to role)
Actively works to address identified development areas
Visible attention to own development
Budgets/ Profitability
Effectively uses time, equipment and resources
Accuracy of financial records
Specialiased Competencies
Provides inbound telephonic services to client’s subject to the requirements of the TOA procedures, systems, and client SLA’s.
Adherence to all relevant legislation, e.g. PDA/POPI and TOA controls and processes implemented to protect confidentiality of information provided by whistle-blower and to minimise risk to TOA and its clients
Ensure that all information obtained from caller has been accurately and timeously compiled in a wrap up report, in line with reporting requirements and TOA processes
Matters escalated and guidance sought where necessary
Effective and accurate provision of feedback to callers as required
Accurate timeous and professional support with ad-hoc TOA projects as required and directed
Accuracy and quality of translations received within SLA and in accordance with TOA processes and associated requirements
Qualifications
Minimum Qualification
Matric
Desired Qualification
3 Year Diploma, preferably Forensic and or Call Centre based qualification
Minimum Experience
2 – 3 years working experience in a customer services orientated position is a prerequisite for this position. An excellent command, i.e. 100 % fluency in English and German is a necessity
Desired Experience
2 – 3 years working experience, preferably in a contact centre would be an advantage
How to Apply
For more information and job application details, see; Deloitte Risk Advisory – Tips-Offs Anonymous – German Speaking Contact Centre Agent Jobs in uMhlanga South Africa
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