Job Summary
• Determines customer requirements by answering incoming calls and emails from customers/3rd party clients
• Answer enquiries by clarifying desired information; researching, locating, and providing information to customer using relevant CRM tools at your disposal pertaining to products and services
• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; escalating unresolved problems to the correct channels.
• Upskills on knowledge by participating in training and development opportunities.

Duties and Responsibilities
• Ensure that all client and internal emails are responded to and where necessary escalated & followed up with relevant 3rd parties within DD SLA (internal & external);
• Receive clients & internal teams in a professional manner both via email and telephonically
• Follow communication “scripts” when handling different customer request via telephone and email correspondence.
• Be second level support for all call centre consultants for irate customers telephonically
• Problem solve all client queries appropriately with relative solutions and escalate where necessary;
• Ensure that any urgent matters are brought to the attention of Team Management promptly such as e.g.: IVR /RT errors
• To be able to assist with non-direct call centre related matters e.g.: translations/IVR recordings RT script amendments
• Manage refunds as per regional requirement’s and as per refund policy and procedures indicated.
• Mobile terminating (MT) and Mobile originating (MO) billing extractions using the dedicated CRM tools
• Refund documentation and procedures followed inclusive of the dates refunds were issued as per finance teams and following up with finance teams if deadlines not adhered too.
• Proof of subscription request and legal cases and documentation on the process
In the absence of a team leader, it may be required that you:
• Extract reports on daily/weekly call statistics for the entire call centre, compiling it and sending it to the region accounts managers.
• To extract and also quality assess/score calls pertaining to call centre KPI’s

Requirements
• Fluency in Turkish and English
• Computer literacy (basic office suite)
• Preferably existing work permit for South Africa

Job Type: Permanent, Part-time / Full-time
Starting date: as soon as possible / 1 December 2018
Salary: 5k for part-time, 10k for full-time