Company: G4s Cash Solutions
Location: South Africa
Closing Date: 12 April 2025
Job Introduction:
Call Centre Consultant – G4S Deposita – Midrand – South Africa
Deposita SA, a world renowned Cash Management Company Specializing in Smart Solutions For Banking, Retail & Wholesale Sectors has a vacancy in the Call Centre Department.
Reporting to the National Customer Support Manager, the successful candidate will be responsible for addressing client queries, log jobcards, uphold service level agreements (SLAs), monitor systems, and prepare client reports.
The candidate will also be expected to maintain compliance with company policies, implement best practices, and demonstrate sound judgement in delivering excellent customer service.
Role Responsibility:
1. 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.
2. Monitoring:
- Application Knowledge for Support.
- All Vendors Service Level Management Adherence.
- Device connectivity.
3. 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.
4. Health and Safety:
- 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 on all levels.
- Follow-up on any activities assigned through safety meetings/committee/representative/management.
- Attend safety education and refresher programmes.
- Comply with safety policies and procedures at the workplace.
- Distribute safety information as and when required.
The Ideal Candidate:
1. Qualification & Technical Experience Required:
- Matric certificate or equivalent.
- Relevant tertiary qualification such as a diploma or degree in customer service, hospitality, communication, or related field.
- At least 1-2 years of experience in customer service or related field.
2. Skills & Attributes:
- Strong telephone etiquette.
- Effective written and verbal communication.
- Conflict management and emotional intelligence.
- Business numerical skills and attention to detail.
- Customer Service jobs.
