Company: Deloitte
Industry: Consulting
Deadline: Not specified
Job Type: Full Time
Qualification: National Certificate
Experience: 2 – 3 years
Location: KwaZulu-Natal
City: Durban
Field: Customer Care
Job Title: German / English Speaking Contact Centre Agent (durban) – Tip Offs Anon
Job Description
- Under minimal supervision, to provide inbound and outbound telephonic services to internal and external clients subject to the requirement/s of the client Service Level Agreement, Deloitte Tip-offs Anonymous controls and processes and specific project/s you, as the agent, may be allocated to.
Key Performance Areas:
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
.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 Deloitte Tip-offs Anonymous 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
Specialised Competencies
- Provides inbound telephonic services to client’s subject to the requirements of the Deloitte Tip-offs Anonymous procedures, systems, and client SLA’s.
- Adherence to all relevant legislation, including but not limited to Data Privacy Regulations as well as in-country Whistleblowing Legislation and Deloitte Tip-offs Anonymous controls and processes implemented to protect confidentiality of information provided by whistle-blower and to minimise risk to Deloitte Tip-offs Anonymous 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 Deloitte Tip-offs Anonymous 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 Deloitte Tip-offs Anonymous projects as required and directed
- Accuracy and quality of translations received within SLA and in accordance with Deloitte Tip-offs Anonymous processes and associated requirements
Qualifications
- 100% Fluency in German and English. Language testing will occur.
- 3 Year Diploma, preferably Forensic and or Call Centre based qualification
- 2 – 3 years working experience, preferably in a contact centre would be an advantage
