Call Centre Consultant & Reviewer

About the role

Digicall Group is hiring a Call Centre Consultant and Reviewer to monitor its omnichannel platform and respond to all incidents quickly and accurately. The incumbent also transcribes relevant calls into professionally written reports submitted to the client within the agreed timeframe. The role suits someone who wants to join an open-minded, continuously improving culture that values service excellence.

Key responsibilities

• Monitor the omnichannel platform and respond to all interactions as quickly as possible.
• Screen incoming interactions to decide whether to assist the caller or refer them elsewhere.
• Follow emergency, prank-caller and follow-up procedures.
• Handle calls with empathy, build rapport and ask probing questions to obtain complete, accurate information.
• Transcribe calls into objective, unbiased reports and respect caller anonymity.
• Send reports for review and then send them to the right recipients on time.
• Capture and respond to feedback, assist with follow-up calls and perform ad hoc call centre work requested by managers.

Required profile

• Higher Certificate or equivalent NQF Level 5 qualification; a tertiary degree, National Diploma (NQF Level 7) or similar is preferred.
• 1 to 3 years of experience in a call centre; experience in an ethics and fraud hotline is advantageous.
• Essential: experience compiling professional written reports.

Required skills

• Excellent verbal and written English communication.
• Intermediate Microsoft Office skills.
• Report writing to technical standards and knowledge of SOPs.

What we offer

• Medical cover, provident fund and funeral cover.
• Long service awards, learnerships and bursaries.
• Wellness and recognition programmes.