Innovators Thrive!
We are seeking a Call Coordinator with strong communication skills do:
Your expertise:
Manage the day-to-day activities of the Fraud Agents (working shifts 24/7) who will detect and prevent fraud (inbound and outbound) Manage the day-to-day activities of Fraud Administration Agents who will investigate and recover losses incurred due to fraud reported on customer bank accounts (online
-Understands the technical part with operation and troubleshooting on surveillance security products, software and mobile applications.
-Must have Matric, 2- 5 years' working experience in a security service company / or installed CCTV products and tested it.
-Must be based in Joh
Description:
-Client Interaction: As a call Centre agent, you'll be responsible for attending the phone, serving as a vital part of our Africa call Centre team.
- Remote Installation and Troubleshooting:
with previous experience in a customer care or call centre role being advantageous.
- High levels
you’ll do:
Agreements and contribution toward positive first call resolution rates and overall Service Level Agreements requests from varied inbound sources into the company's Call Management System. Required to ensure that every can result in a First call resolution is taken in a bid to achieve the First Call resolution rate defined Client specific processes Ensure that 98% of all calls are answered within 30seconds Accountable for effective Accountable to confirm customers' information Update the call at least once a day with all correspondences and
are recruiting for a Service Desk Operator. Logs calls on Remedy tool for incidents, problems and requests appropriate domain and closed. Answer user telephone calls and log issues that users are experiencing; Provide ensure that user calls are resolved. Provide feedback to the users on the status of their calls. Logs all incoming incoming calls, and ensures sufficient information is recorded. Informs the user of how the incident
Close User Support Calls.
implements solutions for the successful optimization of call center processes Conducts an analysis of customer performance goals to establish operational goals for the call center. Designs and implements a solution that assists assists in resolving critical issues affecting call center operations. Communicates with customers and other business stakeholders about the status of call center initiatives. Manages interactions with Service Implementation for key functional areas such as call center and operational efficiency. Works with clients