Vacant Positions at Webhelp SA

What you will do in this role:

• Handle various customer interactions such as; payment queries, resolving incorrect orders, customer service or billing complaints, and missing transactions
• Promote new or additional services and products
• Ensure timely and accurate resolution of customers’ problems within agreed service levels, targets and objectives
• Close customer queries and ensure appropriate feedback or change was made
• Keep records of customer interactions or transactions, recording details of inquiries, complaints or comments and actions taken
• Your qualifications and experience

Concentrix is a great match if you have:

• A matric certificate
• The ability to work shifts between 13:00-06:00 and 14:00-07:00 in a US time zone
• Proficiency in English oral and written language
• 12 months’ experience working in a contact centre
• PC literature with the ability to use multiple systems

It will be a plus if you:

• Have exposure to online payments/banking
• Have previous experience working for an international/offshore organisation

If you feel you don’t check every box, we still encourage you to apply. We'll do our best to match you with the right job, whether it’s this or another role.

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What you will do in this role

As a Learning and Development Business partner you’ll be:

• Maximising efficiencies through the design, development and delivery of creative and tenacious learning solutions
• Identifying revenue generating opportunities through continual improvement of training materials, implementing trends and the changing client call mix into induction and up-skill collateral
• Monitoring and measuring the overall team and individuals’ performance against KRA’s
• Being accountable for coordination of management development with the training administrator, project and client training, customer excellence academy and training to support published HR policies
• Delivering excellent standards of internal and external customer service monitoring and benchmarking standards of customer service; regularly conducting analysis and reporting on satisfaction levels, and actively seeking and acting upon feedback
• Monitoring and reporting on site training activity to the training administrator to ensure that all L& Development progress reports and management reports are delivered by set deadlines, highlighting successes and areas of concern with a proposed course of action
• Feeding back to the wider team on changes within L&D to improve quality of department and support cross site implementation of successful change interventions
• Seeking opportunities to drive employee engagement through L&D solution / support
• Identifying and prioritising all challenges and limitations, supported by the proposal (and where appropriate a business case) detailing effective solutions
• Working closely with the wider L&D team, the site management team and senior management team to ensure best practice and consistency in the delivery and implementation of the policies, procedures and processes
• Proactively building and developing strong relationships with other departments (HR, Recruitment, Operations, Compliance, IT, R&P, facilities etc.) to enhance working practices and be able to call on these key partners to support the L&D department, and offering support as required
• Forward planning, coordinating and scheduling all site learning solutions; coordinating all resources including rooms and trainers and considering cost and operational management views

Your qualifications and experience

Concentrix + Webhelp is a great match if you have:

• The ability to ensure compliance with Health & Safety, care for the Environment, and expenditure within budgetary controls
• Training Management experience
• Proven written, oral communication and influencing skills
• Excellent analytical and numerate skills
• Team management and development experience

Please note that the appointment will be made in line with the Company’s EE Plan.

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What you’ll be doing in this role

• Leading, developing and coaching a team of Quality Analysts/Team Leaders
• Managing team performance in line with objectives and metrics
• Delivering/overseeing QA induction training and accreditation, check the checker activity on QA and QA coaching
• Leading/overseeing account Quality calibration
• Ensuring day-to-day Quality expectations and requirements are met and delivered on time
• Collating informative Quality performance reporting including root cause analysis and opportunities for improvement

Experience and qualifications

• Minimum 2 years’ leadership experience with at least 12 months’ experience within contact centre Quality role/environment
• Experience of working with & embedding quality frameworks and standards
• Able to collate informative Quality performance reporting including root cause analysis
• Experience of working with and influencing stakeholders at a senior level
• Ability to effectively manage multiple tasks, work at pace and flex approach when required - both virtual and on site
• Experience of working with customer metrics such as NPS and Csat
• Self-motivated and able to work both independently and as part of a team – both virtual & on site

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What you will do in this role

• Working towards consistently achieving and exceeding set targets
• Consistently applying agreed behavioural and compliance standards
• Sharing knowledge and skills with other members of the team
• Communicating new information that is relevant to the campaign to colleagues, customers and managers
• Developing and maintaining current knowledge of the campaign
• Ensuring first contact resolution at all times
• Protecting information security and taking responsibility for highlighting any issues that you are made aware of by using the correct processes
• Providing excellent customer experiences at all time
• Verifying and updating customer information
• Proactively offer solutions to any issues or concerns that customers might face

Your qualifications and experience

This Customer Service Advisor role at Concentrix + Webhelp is a great match if you:

• Have at least 6 months’ experience working in an international contact centre environment (essential)
• Have a matric certificate
• Ability to work rotational shifts in a 24/7 environment
• Proficient in English verbal communication
• Have the ability to troubleshoot and find effective resolutions
• Are self-motivated and highly responsible

It will be a plus if you:

• Have sales through service ability

Please note that the appointment will be made in line with the company’s EE Plan.

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What you’ll be doing in this role

• Coordinating and managing administrative tasks with precision and efficiency
• Maintaining and refining documentation, including bid rate cards and standard request for proposal (RFP) responses, in alignment with company protocols
• Organising and overseeing bid collateral in a centralised repository for easy access and management
• Collaborating with departments to streamline solution development and execution
• Monitoring pipeline activities, pricing strategies and solution modifications, providing insightful reports
• Supporting client branding initiatives during visits and crafting engaging presentations and well-structured agendas
• Maintaining an up-to-date client database containing relevant information and collateral
• Handling payment processing and managing chargebacks related to client expenses
• Assisting in organising and managing government funding opportunities, client-funded events, client meetings and townhall meetings
• Partnering with facilities and Operations Directors to address site maintenance issues based on client feedback
• Developing and curating a comprehensive bid and marketing library to enhance business strategies
• Supervising the administrative hub including overseeing the travel desk, supplier management and finance tasks

Your qualifications and experience

• Minimum of 5 years’ experience in senior administrative roles
• Project management skills and the ability to manage numerous projects simultaneously
• Excellent communication and interpersonal skills
• Ability to communicate effectively with all stakeholder levels, locally and globally
• High level of resilience and ability to work in a fast-paced environment
• Previous experience in managing a Central Administration team (advantageous)
• Proficiency in Excel and PowerPoint
• Experience working with third-party organisations