Location: Johannesburg, (Hybrid)
In this position, you’ll be based in the Johannesburg office for a minimum of three days a week, with the flexibility to work from home for some of your working week. Find out more about our flexible work culture at computershare.com/flex
We give you a world of potential
The Contact centre is responsible for providing contact centre services (inbound and outbound call centre, email and chat services) to Computershare clients (internal and external) the external clients engage Computershare to maintain and manage their shareholders information as their transfer secretary of choice. The services include corporate events, payment of dividends and account updating, the contact centre is instrumental in the communication aspect of this function.
Computershare Outsourcing role operates within this division at a local level and must deliver within strict customer service delivery guidelines. The guidelines include successful delivery within agreed timeframes and quality standards.
A role you will love
The Contact Centre Agent is responsible for the day-to-day delivery of high-quality customer service to shareholders, ensuring the day-to-day resolution of queries which must be responded to accurately and within agreed timeframes.
The Contact Centre Agent must provide accurate and complete information to the shareholder or their authorised representative to ensure they are able to make informed decisions and take the required action where necessary. They must work closely with their team leaders and the relevant internal departments to ensure all shareholders requests are actioned. This in an effort to ensure the service to the shareholder meets strict deadlines within service delivery requirements.
In addition, the role holder will also do reporting, purchases, processing sales, and involvement in escalation of unresolved queries. Maintain professionalism.
Some of your key responsibilities will include:
Be available to receive inbound calls from shareholders or their authorised agents. Maintain adherence to schedule as provided. Complete all procedural steps to register and log the call and the callers’ requests.
Adhere to all documented controls and procedures, those relevant and specific to the contact centre and those relevant to the wider SA and global company.
Provide accurate and informed information to the callers to guide them as to the status of their account and any requirements that might be evidenced. Maintain a high standard of service and customer satisfaction.
Complete full and accurate verification of all callers ensuring that no confidential information is provided to unauthorised callers.
Maintain a high level of knowledge, attend all training and coaching. Attend to all training material shared either online or in a classroom environment. Complete all LMS modules.
Complete all trades accurately and with due care, ensure all procedures are followed and all mandatory scrips are clearly conveyed. Verify caller and complete banking detail verification.
Correspond with internal customers in response to queries received, providing accurate written or verbal guidance and interpretation to maintain high quality customer service standards.
What will you bring to the role?
Grade 12 certificate
Call centre communication certificate
2 Years Call Centre Experience
Financial Services Experience
Strate Exams (Preferred)
FAIS – RE5 (Preferred)
Registry Experience (Preferred)
Rewards designed for you
Flexible work to help you find the best balance between work and lifestyle.
Health and wellbeing rewards that can be tailored to support you and your family.
Invest in our business by setting aside salary to purchase shares in our company, and you’ll receive a company contribution as well.
Extra rewards ranging from recognition awards and team get togethers to helping you invest in your future.
And more. Ours is a welcoming and close-knit community, with experienced colleagues ready to help you grow. Our careers hub will help you find out more about our rewards and life at Computershare, visit computershare.com/careershub.