Key responsibilities include:

Servicing customers via voice and non-voice interactions

• Handling inbound and outbound interactions primarily from PPS customers through the various available channels (e.g. Phone calls, Emails, Chats, PPS Connect)
• Ensuring Customer Satisfaction (C-SAT) scores meet targets set out for the FY based on an established scorecard
• Ad-hoc escalations assigned by Duty Managers or Team Leaders

Up to date product knowledge in order to deliver accurate and effective services

• Ensuring Quality Assurance (QA) scores meet targets set out for the FY based on an established scorecard

Participation in Lighthouse activities

• Active participation in the various Lighthouse ceremonies (e.g. Ideation workshops, building and test sprints, provision of feedback during daily standups etc.)

Requirements:

• Applicants should have at least Nitec/ Higher Nitec qualifications
• Customer oriented, IT proficient and a team player. Keen ability to comprehend, capture, as well as interpret basic customer information with ability to manage difficult customer situations to respond promptly to the needs of the customer.
• A sound knowledge of telephone etiquette, good written and verbal communication skills will be an advantage.
• Ability to work under pressure and be able to adapt quickly in response to changes in our fast-moving environment.
• Shift work will be required.