Nightshift Call Centre Consultant

• Job type: Entry Level
• Location: Midrand, Gauteng
• Posted: 6

About the job

Deposita, a leading cash and payment solutions company, is looking for a Nightshift Call Centre Consultant to work at our Head Office in Midrand, Gauteng. You will report directly to the National Customer Support Manager.

The role involves handling client inquiries, logging job cards, meeting service level agreements (SLAs), monitoring systems, and preparing client reports. You will also maintain compliance with company policies, apply industry best practices, and use sound judgment to deliver high‑quality customer service.

All qualified candidates are welcome, but South African citizens will have a distinct advantage.

Note: This position requires working night shifts.

Main Responsibilities

• Manage incidents effectively.
• Handle all telephone calls professionally and efficiently, following established procedures.
• Resolve issues on the first call whenever possible.
• Perform administrative tasks, including database management.
• Keep accurate records of all calls and store data for reporting and analysis.
• Follow escalation procedures for incidents and emergencies.

Monitoring

• Use application knowledge for support.
• Ensure vendor service level management adherence.
• Maintain device connectivity.

SLA Management

• Log all requests accurately into the Journey System via telephone and email.
• Manage end‑to‑end calls and keep customers informed with updates.
• Use dashboards to track and escalated issues seamlessly.
• Prevent requests from breaching SLA targets to meet client expectations.

Health and Safety

• Participate in designing, developing, reviewing, implementing, and monitoring departmental safety plans.
• Attend safety forums, meetings, and talks.
• Report all safety incidents to the relevant parties.
• Discuss safety incidents and follow up on actions from safety meetings or committees.
• Attend safety education and refresher programs.
• Comply with safety policies and procedures at the workplace.
• Distribute safety information as required.

Information Security

• Follow all information security policies, procedures, and training requirements.
• Report any suspected or confirmed security incidents immediately.
• Protect company data and confidential information from unauthorised access or disclosure.
• Use company systems, email, and devices responsibly, avoiding suspicious links or unauthorised software.
• Adhere to secure document handling, storage, and disposal practices.

Qualification and Experience

• Grade 12 / Matric equivalent.
• Relevant tertiary qualification (diploma or degree) in Customer Service, Communications, Banking, or a related field is advantageous.
• 1–2 years of experience in a customer service or similar role.
• Excellent telephone etiquette and interpersonal skills.

Skills and Attributes

• Proficient computer literacy (Google Workspace / Microsoft Office).
• Strong verbal and written communication skills.
• Proven conflict resolution skills and emotional intelligence.
• Solid business numeracy and keen eye for detail.
• Commitment to delivering great customer service.

Remuneration and Benefits

Salary and benefits will be commensurate with the seniority of the role and in line with company remuneration policy and practice.

Application

Open until filled. To apply, please visit careers.g4s.com.