Tip-Offs Anonymous Contact Centre Agent (m/f)

Description

• Under minimal supervision, to provide inbound and outbound telephonic services to external clients subject to the requirements of the client Service Level Agreement, Tip-Off’s Anonymous controls and processes

Duties

• Adhering to all internal processes, relevant legislation and TOA controls to protect confidentiality of information provided by whistle-blower and to minimize risk to TOA and its clients
• Ensuring sound judgement in prioritization and escalation of matters based on information received from callers
• Ensuring that all information obtained from caller has been accurately and timeously compiled in a wrap up report
• Providing effective and accurate feedback to callers as required
• Providing accurate and quality translations received within SLA and TOA processes
• Managing all client SLA’s
• Responsible for TOA invoicing
• Conducting TOA Marketing & Awareness Presentations at clients
• Providing ad-hoc administrative support to other area’s of business as require

Requisites

• 2 - 3 years working experience in a customer services orientated position is a prerequisite for this position
• 2 - 3 years working experience preferably in a contact center would be an advantage
• 100 % fluency in four languages: Oshiwambo (different dialects is accepted), Otjiherero, Afrikaans and English is a must, additional fluency in Nama/Damara and/or Kavango will be an added advantage
• Proficiency in Excel, Word, Access, and PowerPoint
• Excellent written and verbal communication skills in the English language
• Excellent telephone etiquette
• Qualification Required: Diploma/Degree

Notes

• Only shortlisted applicants will be contacted