Risk Advisory - Tip-Offs Anonymous - Bemba Speaking Contact Centre Agent
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About the Division
Risk Advisory offers clients an end-to-end solution for all their risk management needs.
Our Risk Advisory practice now encompasses the following specialised service offerings:
- Governance Regulatory & Risk
- Technology Assurance and Advisory Services
- Tip-offs Anonymous
- Data Analytics
- Security, Privacy and Resiliency
About the Job
We are looking for someone who will be able to fulfil the following requirements:
To provides inbound and outbound telephonic services to internal and external clients subject to the requirement/s of the specific project/s the agent may be allocated to.
Key Performance Areas:
Receipt and handling of inbound & outbound calls.
- Ensure that calls are answered timeously, handled efficiently, politely and professionally
- Ensure that careful attention is paid to the information being provided by the caller
- Provide accurate information/instructions to the caller, if required
- Ensure that the call is carefully listened for accurate understanding of the call
- Accurately comprehend the information that has been provided
- Ensure the confidentiality of the information relating to the call
Preparation of Reports (as required) and accurate record keeping.
- Accurately capture the details received from the call.
- Produce professional and detailed reports.
- Assume responsibility for accuracy, and completeness of all tip-off reports
- Evaluate urgency & sensitivity of information received from callers' and demonstrate sound judgement in prioritising and escalation of the matter.
Quality and risk management.
- Adherence to all controls implemented to protect confidentiality of information provided and anonymity of whistleblower
- Follow correct procedures.
- Provide assistance where required.
You would need to have the following qualifications
- A minimum of a matric qualification plus 2 - 3 years working experience in a customer services orientated position is a prerequisite for this position
- Any formal qualification will be an advantage
You would need to have the following Experience and Technical competencies:
- 2 - 3 years working experience, preferably in a contact centre would be an advantage
- An excellent command, ie. 100 % fluency in the Bemba and English languages is a necessity
- All official languages of South Africa are offered. Fluency in any other SA official language would be preferred and would be an advantage.
- Ability to work shifts, public holidays and on week-ends (project and call centre dependent) will be required
- Will be required to support other projects in the event that there is overflow
- Computer Literacy is essential: Basic MS Word, Excel, Outlook
- Excellent Telephone Etiquette
You would need to have the following Behavioural competencies:
- Excellent verbal and written communication skills
- Excellent listening skills
- Ethics, honesty, integrity and trustworthiness
- Ability to maintain confidentiality
- Professional and Presentable
- Excellent customer service skills
- Ability to build a rapport
- Drive and energy
- Positive attitude
- Ability to work under pressure
- Attention to detail
Requisition code: ZA123298SM
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One of the largest professional services organizations in the U.S., Deloitte delivers innovative solutions to the complex business problems facing companies around the world. Deloitte offers rewarding careers in four businesses—audit, tax, consulting, and financial advisory. Widely recognized for its inclusion initiatives, Deloitte is committed to building a workplace environment that allows people from all generations, ethnicities, and cultures to be their authentic selves.
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