CONTACT CENTRE INTERNATIONAL SUPPORT SPECIALIST (NIGHT HOURS)

Salary undisclosed

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Please indicate in your resume countries served in detail.

This is a permanent night hours position.

JOB PURPOSE:

The purpose of this role is to answer overseas inbound calls and make outbound overseas/local calls in an efficient, professional and courteous manner in designated timeframes with 98% accuracy for all matters relating to :-
Helpdesk
Critical Incident Desk
Asset Protection Reporting Line
Technical Centre
The focus is to provide support, resolve, manage and escalate problems logged in accordance with policies and procedures.
Dealing effectively with a wide range of internal contacts, external vendors/contractors and customers. Both overseas and local.
Establish, build and maintain good working relationships with our business representatives at all times and overseas counterparts.
Perform review, analysis, report and statistical data
The role will be required to undertake and complete all relevant administration duties in a designated timeframe.

RESPONSIBILITIES:

Clearly describes the major area of responsibility or activity, which is the focus of performance in this role
Are the key accountabilities / functions performed under each KRA. They describe what is to be achieved for each KRA (are not written as individual tasks), there are usually three to four Key Responsibilities per Key Result Area.

Calls

To ensure all relevant data is obtained on each call through appropriate questioning quickly securing an understanding of the problem and accurate recording.
Accurately record all incidences reported
Ensure the 98% accuracy data input and the completion of relevant fields throughout each call.
Process all after-call activities to effectively manage workload and service levels.

Stakeholder Management

Liaise professionally with technicians, contractors and business partners in order to prioritise calls enabling swift response times to be determined.
At all times, communicate fluently and confidently without supervision, creating an atmosphere of cooperation with both customers and team members.

Compliance

Follow all procedures and processes when dealing with issues in order to resolve as efficiently as possible.
At all times, strive to achieve agreed service levels.
Action any corrective actions highlighted in performance reviews
Continue to support and or submit improvement ideas that contribute to the teams’ success.
Use and expand skills and knowledge to achieve multi skilled status across Contact Centre

REQUIREMENTS:

Candidate must possess at least a Bachelor's Degree, Post Graduate Diploma, Professional Degree, any field.
At least 3 year(s) experience in customer service role – Banking/Helpdesk/Retail - Highly preferred
Experienced in working with international markets (workign with Australia an added advantage)
Excellent or Good command of English – Both Written and Spoken
Previous work experience in a similar industrial environment - Preferred
Intermediate level of computer literacy and Microsoft Office 2007 skills – Essential
Demonstrated ability to prepare concise, accurate, well-supported reports for decision-making purposes using Excel - Preferred

WORKING HOURS: