G4S Call Centre Consultant
G4S
About the job
Deposita a leading cash & payment solutions company, has a vacancy for a Call Centre Consultant based at our Head Office in Midrand, Gauteng reporting to the Call Centre Team Leader.
This role is responsible for handling client inquiries, logging job cards, ensuring adherence to service level agreements (SLAs), monitoring systems, and compiling client reports. Reporting directly to the Call Centre Team Leader, you will also be responsible for ensuring compliance with company policies, applying industry best practices, and exercising sound judgment to consistently deliver high-quality customer service.
We welcome applications from all suitably qualified candidates, but SA citizens will have a distinct advantage.
Please note this role requires working shifts and weekends as well
Main Responsibilities
Effective incident management
Ensure that all telephone calls are dealt with professionally, efficiently and in accordance with laid down procedures.
First Call Resolution
Administrative tasks including database management.
Ensure that accurate records are kept and all calls are logged and data stored to enable reports to be generated for analysis by the Management Team.
Deal with all incidents & emergencies according to laid down escalation procedures.
Monitoring
Application Knowledge for Support
All Vendors Service Level Management Adherence
Device connectivity
SLA Management
The logging of all requests via telephone and email accurately into the Journey System.
Manage end to end all calls logged and provide updates to keep customers informed.
Use the required dashboards or views to track and escalate issues seamlessly.
Escalation and management of calls to agreed SLA’s
Avoid requests from breaching targets to meet client’s expectations
Health and Safety
Participate in the design/ development/ review/ implementation and monitoring of the departmental safety plans for each year
Participate in safety forums created by the company for example safety meetings and safety talks
Report all safety incidents to the relevant people
Discuss all safety incidents
Follow-up on any activities assigned through safety meeting/committee/representative/management
Attend safety education and refresher programs
Comply with safety policies and procedures at the workplace
Distribute safety information as and when required
Qualification And Experience
Grade 12 / Matric Equivalent
A relevant tertiary qualification, such as a diploma or degree in Customer Service, Communications, Banking or a related discipline
A minimum of 1–2 years’ experience in a customer service or similar role
Excellent telephone etiquette and interpersonal skills
Skills And Attributes
Proficient Computer Literacy (Google Workspace / Microsoft Office)
Strong verbal and written communication abilities
Proven conflict resolution skills and emotional intelligence
Solid business numeracy and a keen eye for detail
Delivering great customer service
Remuneration and benefits will be commensurate with the seniority of the role and in compliance with company remuneration policy and practice.
To apply for this job please visit careers.g4s.com.
