TransUnion – Client Service Desk (GCC Africa – Remote) JHB
What We’ll Bring
The Client Service Desk are the 1st point of contact for TU clients, by providing excellent customer service and support when assisting with access requests, queries and supplying knowledge and information to enable them to work our products effectively and efficiently.
On a day- to- day basis you will be responsible for independently working and prioritising your own workload of requests and are required to provide telephone support should our clients ring through to the desk.
Responsibilities
•To support customers in the use and access of TransUnion products and services•Handling incoming phone calls and emails
•Logging all requests and queries within the help desk system, ensuring the quality and consistency of information capture
•Investigate and diagnose performance issues, queries and provide regular updates where required.
•Analyse/use investigation techniques to resolve queries.
•Resolving queries via different channels such as telephone and email
•Develop good working relationships with key contacts throughout the business internally and externally if required.
•Maintain high levels of customer service.
•Contribute to the continual improvement of the services provided.
•Work within clearly defined standard operating procedures
To provide on-call out of hours support should you be required.
Requirements/Skills/Qualifications: Essential:
•Experienced in using MS Office, particularly Excel.
•Good communication skills
•Ability to build rapport with customers.•Passionate about customer service and putting our clients at the heart of everything they do.
•Experience of working in a service desk / call centre environment.
•Experience within a customer service focused role
Desirable:
•Experience of a help desk call management tool
Please note that this role includes UK working hours.
Impact You’ll Make:
It is a requirement of the Global Capability Centre Africa that you reside in a home that is fibre ready; and has space for you to be able to work comfortably and confidentially on a day-to-day basis for the purpose of your proposed employment. You can be based anywhere in South Africa and will not be able to work in a location outside of South Africa.
A Minimum of a 100 Meg Fiber line is required, should you be successful, you will need to upgrade your line in order to work effectively.
This is a remote position which may require occasional in-person attendance at work-related events at the discretion of management.