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Team Overview
Job Description SummaryThis job advertisement is part of our ongoing talent pipelining efforts for roles that we continuously recruit for. While this is not an active vacancy at the moment, we are always looking to connect with skilled professionals who may be a great fit for future opportunities. By applying, you will be considered for upcoming roles as they become available, and we will reach out to suitable candidates accordingly.
A global leader in credit information and information management services, TransUnion gives businesses, consumers and the global community the power to achieve their goals. Businesses count on us to better manage risk and customer relationships. Consumers are able to better manage credit to achieve their financial goals. And in communities around the world we help build strong economies and give people the power to achieve their dreams.
Exceptional opportunities are coming as we build on this strong foundation. Our ambitious growth strategy includes substantial new investment worldwide, a wide range of new solutions to help our customers succeed like never before, and new ideas for expanding our reach in every part of our dynamic and fast-moving industry. We’re on an exciting journey and you can be a part of it.
For positions based in South Africa, preference will be given to suitably qualified candidates from designated groups in line with the company's Employment Equity plan and targets.
Please note that this position includes a 24 Hour shift (Night shift) and Public Holidays.
It is a requirement of the Global Capability Centre Africa that you reside in a home that is fibre ready; and has space for you to be able to work comfortably and confidentially on a day-to-day basis for the purpose of your proposed employment. You can be based anywhere in South Africa and will not be able to work in a location outside of South Africa.
A Minimum of a 100 mbps upload and download speed is required, should you be successful, you will need to upgrade your line in order to work effectively.
Please note that being a credit bureau, some positions require a clear credit record.
Role Overview And Core Responsibilities
- Manage incoming calls and emails for both English and French speaking banking and business customers
- Translate and respond to emails, and review contracts and other documents
- Identify and assess customers' needs to achieve satisfaction
- Build sustainable relationships of trust through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Meet personal/customer service team targets and call handling metrics
- Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep accurate records of customer interactions and process updates or dispute information on consumer files
- Follow communication procedures, guidelines and policies
- Take the extra mile to engage internal and external customers, always being scrupulous and thorough
- Must be fluent in French and English and have a valid work permit
Required Knowledge And Experiences
- Proven customer support experience or experience as a client service representative. Experience in a contact-centre environment is considered an asset, but is not mandatory
- Track record of over-achieving quotas
- Bilingual in both English and French language, ability to read, write and translate.
- Strong call handling skills and active listening
- Familiarity with CRM systems and practices
- Customer orientation and ability to adapt/respond to different types of characters
- Excellent communication and presentation skills
- Ability to multi-task, prioritize and manage time effectively
- High attention to detail and ability to meet quality standards
- Comfort with technology and the ability to handle multiple systems at one time
- Previous experience in a credit or financial industry is preferred but is not considered mandatory
- High school (Grade12))
TransUnion Overview:
At TransUnion, we encourage and are committed to creating a real, positive impact and shared sense of purpose within our Workforce for Good, which empowers our people to grow, innovate and contribute to a better future for our communities and customers. We strive to build an environment where our associates are in the driver’s seat of their professional development— while having access to help along the way. We recognize that success comes when our associates thrive both professionally and personally; that’s why we prioritize work/life flexibility and offer resources for our teams across the globe to collaborate and drive excellence.
Be a part of our Workforce for Good – you’ll work with great people, pioneering products and cutting-edge technology.
Job Title
Rep II, Consumer Operations Support
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