Voice Office Operations Representative – (Cape Town – Remote)

Company: TransUnion

Location: Cape Town

TransUnion is a trusted provider of global information solutions, dedicated to helping people make better decisions and organizations optimize their risk-based decisions.

They believe that access to comprehensive and multidimensional information empowers individuals and improves their quality of life.

Job Description:

The Voice Office Operations Representative is responsible for handling inbound phone calls related to TransUnion products and services. They provide support to both customers and consumers who utilize TransUnion services.

What TransUnion Offers:

TransUnion invests in the growth and development of their employees. They provide a dynamic and diverse environment that encourages learning and career advancement. The flexibility of working from home is also offered.

Responsibilities:

• Handle inbound phone calls, emails, and other tasks as assigned by the Team Manager within required parameters.
• Maintain a high level of knowledge regarding TransUnion’s products, services, systems, processes, and policies.
• Provide exceptional customer service by anticipating needs, resolving issues, and utilizing available resources.
• Educate customers/consumers on TransUnion products, processes, and regulatory information when necessary.
• Accurately capture customer/consumer details and data relevant to the call.
• Adhere to established company processes and procedures, ensuring high-quality work and resolution of customer queries.
• Work towards individual targets and departmental service level agreements, including adherence to schedules, quality standards, and productivity requirements.
• Continuously improve knowledge and adherence to company processes and procedures.
• Collaborate effectively with team members in a team-oriented environment.
• Adapt well to change and adjust priorities as needed.
• Display effective time management skills.
• Possess strong computer literacy.

Requirements:

• Highest level of formal schooling for the specific region.
• 1-3 years of customer service experience in a contact center environment, preferably with inbound voice customer care/support.
• Excellent written and interpersonal communication skills.
• Excellent listening skills and ability to handle irate customers.
• Ability to work remotely, independently, and with a strong sense of duty.
• Self-starter with strong initiative and ability to make decisions.
• Attention to detail in all work completed.
• Ability to collaborate well in a team-oriented environment.
• Proactive in improving knowledge and adherence to company processes and procedures.
• Adaptable to change and flexible in adjusting priorities.
• Effective time management skills.
• Highly computer literate.

Note: It is a requirement that the applicant resides in a home that is fiber-ready and has sufficient space to work comfortably and confidentially on a daily basis.

A minimum of a 100 Meg Fiber line is required.