Kazang Connect – Contact Centre Advisor

A vacancy exists for a Contact Centre Advisor within the VAS and Card division, Kazang Connect, in Sandton, Johannesburg.  

The purpose of this role is to perform to the best of your abilities all duties and responsibilities reasonably assigned to you. You will always do your best to protect and promote the business and interest of the company and to preserve its reputation and goodwill. 

Key Responsibilities include, but are not limited to: 

  • Managing interactions (mail, phone, and chat) with customers within the Service Level Agreement (SLA). 
  • Accepting ownership for effectively solving customer issues, complaints, and enquiries; keeping customers updated on the progress of the queries. 
  • Educate customers on self-help options available and how to use these platforms. 
  • Managing inbound and outbound calls within the Service Level Agreement (SLA).
  • Responding in a timely manner to client mails and / or chats (internal and external).
  • Logging cases / tickets for customers (internal and external) on the platform and manage the relevant cases / tickets within the SLA.
  • Performing First Line Troubleshooting (FLT) according to documented processes and procedures and ensuring First Call Resolution (FCR). 
  • Escalating tickets to other departments if FCR cannot be done during FLT.
  • Working with third party vendors – logging cases, ensuring timely feedback, and escalating outstanding cases to vendor / internal teams.
  • Ensuring that everything is recorded on the platform (what FLT was done, what the next step is).
  • Adhering to processes and procedures pertaining to your role and daily functions.

In order to be considered for this position, the following requirements must be met:

  • Matric / Grade 12 qualification.
  • 1 years’ Contact Centre / Customer Service Experience essential.

Technical Competencies:

  • Computer literacy – MS Office Suite.
  • Freshdesk experience advantageous.

Behavioural Competencies: 

  • High level of interpersonal skills.
  • Able to function well as part of a team.
  • Excellent verbal and written communication.
  • Must be able to describe and explain steps telephonically.
  • Diligent, accurate, and high attention to detail.
  • Excellent customer service skills. 
  • Motivated, positive, can-do attitude and approach.
  • Have a professional and personable demeanour. 
  • Adhere to processes and procedures. 
  • Able to work well under pressure.

To apply for this position, include a 2–3-page CV, specifying the position you are applying for, for the attention of Lezanne Amos at Lezanne.amos@kazang.com 

Applications close: 10 February 2023