Digital Support Consultant
|Company||Telesure Group Services|
|Location||Johannesburg, Gauteng, South Africa|
The Digital Support Consultant contributes to the organisational goals by managing the support queries received from the Dialdirect Online Support team and directing the queries to the correct teams to resolve. The support agent needs to keep all teams involved updated on the progress of the queries and by when it should be resolved ensuring co-ordination across various internal and external providers as agreed in the operating model.
•Aid the Dial Online Support team by managing and directing any
issues logged on Sysaid to the correct teams to resolve any queries
reported by customers.
•Ensure effective service delivery between the various internal and
•Provide timeous feedback to the Dialdirect Online Support team to
keep the customer updated.
•Timeous escalation of unresolved matters to the relevant manager.
•Troubleshoot technical problems with the digital environment to be
able to direct the any issues to the correct department
•Actively participate in the testing and deployment of new releases or
•Achieve the agreed Brand promise related to brand attributes
specifically “do it once, do it right” and expectations within the agreed
•Deliver the Telesure Service Way through personal effort and through
•Deliver on Treating Customers Fairly principles in alignment with
Presenting and Communicating Information:
Speaks Fluently; Express opinions, information and key points of an argument clearly; Projects credibility.
Delivering Results and Meeting Customer Expectations:
Focusing on customer needs and satisfaction as per the Telesure Service Way.
Results Focus / Driving for Results:
Sets high standards for quality and quantity; Monitors and maintains quality and productivity; Consistently achieves project goals; Works in a systematic, methodical and orderly way.
Adhering to Principles and Values:
Cultural Interpersonal Effectiveness:
Relates well to people in a diverse environment; Promotes and defends equal opportunities; Builds diverse teams; Encourages organisational and individual responsibility towards the community and the environment.
Adhering to Principles and Values:
Upholds ethics and values; Demonstrates integrity.
Adapting and Responding to Change:
Adapts to changing circumstances; Tolerates ambiguity (uncertainty / complexity); Accepts new ideas and change initiatives; Adapts interpersonal style to suit different people and / or situations; Shows an interest in new experiences.
Following Instructions and Procedures:
Appropriately follows instructions from others without unnecessarily challenging authority; Follows procedures and policies; Keeps to schedules; Arrives punctually for work and meetings; Complies with legal obligations and safety requirements of the role (e.g. FAIS etc.).
Deciding and Initiating Action:
Takes responsibility for actions, projects and / or people; Initiates and generates activity and introduces changes into work processes; Makes quick, clear decisions which may include tough choices or considered risks; Applies sound judgement; Comparing data from different sources to draw conclusions, using effective approaches for choosing a course of action or developing appropriate solutions.
Working with People:
Shows respect for the views and contributions of others; Reconciles conflict; Builds team spirit; Listens, supports and cares for others;
Consults others and shares information and expertise with them; Adapts to the team and fits in well.
Applying Expertise and Technology:
Uses technology to achieve work objectives; Develops job knowledge and expertise (theoretical and practical) through continual professional development;
Demonstrates an understanding of different Telesure departments and functions.
Desirable Competency Requirements
Planning & OrganisingSets clearly defined objectives; Plans activities and projects well in advance and takes account of possible changing circumstances; Manages time effectively; Identifies and organises resources needed to accomplish tasks; Monitors performance against deadlines and milestones.
Coping with Pressures and Setbacks
Resilience / Emotional Intelligence:
Maintains a positive outlook at work; Works productively in a pressurised environment; Keeps emotions under control during difficult situations; Handles criticism well and learns from it; Balances the demands of a work life and a personal life; Coping with pressure and setbacks; Self-awareness EQ / Self-management EQ; Interpersonal / Social EQ.
Relating and Networking:
Develop Relationships and Networks:
Easily establishes good relationships with customers and staff; Builds wide and effective networks of contacts.
Persuading, Influencing & Negotiation:
Gains clear agreement and commitment from others by persuading, convincing and negotiating; Makes effective use of political processes to influence and persuade others; Promote ideas on behalf of oneself or others; Makes a strong personal impact on others; Takes care to manage one's impression on others; Effectively exploring alternatives and positions to reach outcomes that gain the support and acceptance of all parties and builds collective support or agreement.
Knowledge and Experience Requirements
Level of Education:
Grade 12 (Standard 10) with University Entrance (NQF4)
Diploma or degree in related field (customer experience, technical etc.)
At least 1 to 2 years internet / digital experience (such as in an internet banking or in a Telecommunications environment) – but
At least 1 to 2 years’ experience in a customer focused operational environment with a strong technical side.
Technical / system knowledge related to digital / online platforms
In-depth understanding of website functionality and infrastructure in general
Customer Service Best Practice
Very good understanding of a web based / digital product offerings and associated rules and processes.
Strong verbal and written communication skills
Problem solving capability
Decision making skills
Ability to work under pressure
Attention to detail and quality
Excellent interpersonal skills
|Job Closing Date||24/11/2017|