Overview

Risk Advisory – Tips-Offs Anonymous – English & Afrikaans Speaking Contact Centre Agent Job at Deloitte – in Durban, KwaZulu-Natal

Job Description

Main purpose of Job


Under minimal supervision, to provide inbound and outbound telephonic services to internal and external clients subject to the requirement/s of the client SLA, TOA controls and processes and specific project/s you, as the agent, may be allocated to.

Key Performance Areas:
1. Strategic Impact

Completes a variety of standard tasks that impact delivery of the broader team in relation to the overall strategy of the service area

Positive impact on broader team

2. External/ Internal Client Impact

Performs a variety of inter-related tasks that impact on the efficient delivery of the team to the client (internal / external)

Produces timeous and accurate work in support of the broader team’s delivery

Raises issues promptly that may impact broader delivery

Work is accurate and on time

3. Operational Effectiveness

Maintains close focus on timelines and accuracy ensuring quality of delivery of the role

Mitigates the risks that are inherent in the role through good attention to detail and compliance with client SLA, together with TOA and firm controls, policies and procedures

Provides wrap-up reports to superior

Adapts tasks, varying in nature, to the requirements of the team / business ensuring timelines are still achieved

Quality outputs that meet deadlines

Accuracy negates risk of output

Quality reporting

Business requirements are achieved

4. Development/ Growth of Team (Detail applicable to role)

Actively works to address identified development areas

Visible attention to own development

5. Budgets/ Profitability

Effectively uses time, equipment and resources

Accuracy of financial records

6. Specialiased Competencies

Provides inbound telephonic services to client’s subject to the requirements of the TOA procedures, systems, and client SLA’s.

Adherence to all relevant legislation, e.g. PDA/POPI and TOA controls and processes implemented to protect confidentiality of information provided by whistle-blower and to minimise risk to TOA and its clients

Ensure that all information obtained from caller has been accurately and timeously compiled in a wrap up report, in line with reporting requirements and TOA processes

Matters escalated and guidance sought where necessary

Effective and accurate provision of feedback to callers as required

Accurate timeous and professional support with ad-hoc TOA projects as required and directed

Accuracy and quality of translations received within SLA and in accordance with TOA processes and associated requirements

Qualifications

Minimum Qualification

Matric

Desired Qualification

3 Year Diploma, preferably Forensic and or Call Centre based qualification

Minimum Experience

2 – 3 years working experience in a customer services orientated position is a prerequisite for this position. An excellent command, i.e. 100 % fluency English and Afrikaans is a necessity

Desired Experience

2 – 3 years working experience, preferably in a contact centre would be an advantage

All official ethnic languages of South Africa are offered. Fluency in any other SA official ethnic language or foreign language would be preferred and would be an advantage

About Company

Company: Deloitte –

Company Location:  Durban, KwaZulu-Natal

About Deloitte -