Call Centre Consultant

Company: Deposita (a leading cash & payment solutions provider)
Location: Head Office, Midrand, Gauteng
Job ID: 18889
Job Type: Permanent
Industry: Financial Technology / Customer Support
Work Schedule: Shifts & weekends required
Citizenship: SA citizens preferred

Role Summary:

As a Call Centre Consultant, you’ll be the first point of contact for client inquiries. You will manage job cards, monitor service systems, ensure adherence to SLAs, and provide professional, high-quality customer service. Reporting to the Call Centre Team Leader, the role requires sound judgment, attention to detail, and strict compliance with company processes.

Key Responsibilities:

Customer Service & Incident Management:

Professionally handle all inbound calls and emails.
Ensure First Call Resolution wherever possible.
Accurately log and manage incidents via the Journey system.
Maintain complete and accurate records to support reporting.
Escalate incidents according to company protocols.

SLA & System Monitoring:

Monitor system health and device connectivity.
Track all open cases to avoid SLA breaches.
Use dashboards and monitoring tools to manage call progress.
Follow up regularly to keep customers informed.

Administration & Reporting:

Compile client reports for management analysis.
Perform general administrative duties (e.g. database updates).

Health & Safety:

Actively participate in safety meetings and compliance.
Report incidents, attend refresher programs, and promote safety awareness.

Qualifications:

Essential: Grade 12 / Matric
Preferred: Diploma/Degree in Customer Service, Communications, Banking, or similar

Experience:

1–2 years in customer service or a similar call centre role

Skills & Attributes:

Professional telephone etiquette
Excellent verbal & written communication
Conflict resolution & emotional intelligence
Detail-oriented and numerically competent
High computer literacy (Google Workspace / MS Office)
Strong customer focus and problem-solving skills

Remuneration:

Competitive salary and benefits aligned with the role’s seniority and company policy.

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Call Centre Consultant