FUTURE OPPORTUNITIES: DBN PIPELINE - Risk Advisory - Tipp Offs Anonymous - Dutch Speaking Contact Centre Agent

Deloitte

Umhlanga, KwaZulu-Natal
Permanent
Full-time

25 days ago

Company DescriptionDeloitte is a leading global provider of audit and assurance, consulting, financial advisory, risk advisory, tax, and related services. Our global network of member firms and related entities in more than 150 countries and territories (collectively, the “Deloitte organisation”) serves four out of five Fortune Global 500® companies. Learn how Deloitte makes an impact that matters at .About the DivisionThe value that Deloitte Risk Advisory Africa creates for organisations is synonymous with operational excellence. Our five business areas work in unison to provide integrated solutions unique to the organisational requirements of any business.In a world that is constantly changing, organisations need to adapt quickly to respond to new risks and take advantage of new opportunities. Deloitte's Risk Advisory practice advises organisations on how to effectively mitigate risk and make informed and intelligent risk decisions around business processes, technology, and operations. to read more about our Risk Advisory practice.What impact will you make?Every day, your work will make an impact that matters, while you thrive in a dynamic culture of inclusion, collaboration and high performance. As the undisputed leader in professional services, Deloitte is where you'll find unrivalled opportunities to succeed and realise your full potential.Job DescriptionMain purpose of JobUnder minimal supervision, to provide inbound and outbound telephonic services to internal and external clients subject to the requirement/s of the client SLA, TOA controls and processes and specific project/s you, as the agent, may be allocated to.Key Performance Areas:1. Strategic Impact

Completes a variety of standard tasks that impact delivery of the broader team in relation to the overall strategy of the service area
Positive impact on broader team

2. External/ Internal Client Impact

Performs a variety of inter-related tasks that impact on the efficient delivery of the team to the client (internal / external)
Produces timeous and accurate work in support of the broader team's delivery
Raises issues promptly that may impact broader delivery
Work is accurate and on time

3. Operational Effectiveness

Maintains close focus on timelines and accuracy ensuring quality of delivery of the role
Mitigates the risks that are inherent in the role through good attention to detail and compliance with client SLA, together with TOA and firm controls, policies and procedures
Provides wrap-up reports to superior
Adapts tasks, varying in nature, to the requirements of the team / business ensuring timelines are still achieved
Quality outputs that meet deadlines
Accuracy negates risk of output
Quality reporting
Business requirements are achieved

4. Development/ Growth of Team (Detail applicable to role)

Actively works to address identified development areas
Visible attention to own development

5. Budgets/ Profitability

Effectively uses time, equipment and resources
Accuracy of financial records

6. Specialiased Competencies

Provides inbound telephonic services to client's subject to the requirements of the TOA procedures, systems, and client SLA's.
Adherence to all relevant legislation, e.g. PDA/POPI and TOA controls and processes implemented to protect confidentiality of information provided by whistle-blower and to minimise risk to TOA and its clients
Ensure that all information obtained from caller has been accurately and timeously compiled in a wrap up report, in line with reporting requirements and TOA processes
Matters escalated and guidance sought where necessary
Effective and accurate provision of feedback to callers as required
Accurate timeous and professional support with ad-hoc TOA projects as required and directed
Accuracy and quality of translations received within SLA and in accordance with TOA processes and associated requirements

QualificationsMinimum QualificationMatricDesired Qualification3 Year Diploma, preferably Forensic and or Call Centre based qualificationMinimum Experience2 - 3 years working experience in a customer services orientated position is a prerequisite for this position. An excellent command, i.e. 100 % fluency in English and Dutch is a necessityDesired Experience2 - 3 years working experience, preferably in a contact centre would be an advantageAll official ethnic languages of South Africa are offered. Fluency in any other SA official ethnic language or foreign language would be preferred and would be an advantageAdditional InformationAt Deloitte, we want everyone to feel they can be themselves and to thrive at work-in every country, in everything we do, every day. We aim to create a workplace where everyone is treated fairly and with respect, including reasonable accommodation for persons with disabilities. We seek to create and leverage our diverse workforce to build an inclusive environment across the African continent.At Deloitte, we want everyone to feel they can be themselves and to thrive at work-in every country, in everything we do, every day. We aim to create a workplace where everyone is treated fairly and with respect, including reasonable accommodation for persons with disabilities. We seek to create and leverage our diverse workforce to build an inclusive environment across the African continent.

Deloitte

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