Contact Centre Agent

About the role

A company to be proud of We're a global leader in financial administration with over 11,000 employees across more than 22 different countries. At Computershare, it's more than just a job, our open and inclusive culture means that we will help you to grow, to move forward and make the most of our world of opportunities. Fairness and culture We're dedicated to providing you with the opportunity to succeed on your own merits, starting from the application process and continuing throughout your career with us. Our goal is to create an environment where everyone feels valued, to remove barriers and obstacles and ensure equal opportunities for all. For support with accommodations or adjustments dur

Additional Information

JOB DESCRIPTION Location: Johannesburg, Hybrid In this position, you'll be based in the Johannesburg office for a minimum of three days a week, with the flexibility to work from home for some of your working week. Find out more about our flexible work culture at Computershare.com/flex We give you a world of potential Our Contact Centre delivers essential inbound and outbound call, email, and chat support to Computershare's internal and external clients. As the transfer secretary of choice, we help manage shareholder information and ensure seamless communication throughout key processes, from corporate events and dividend payments to account updates. We are the voice that keeps shareholders informed, supported, and connected. A role you will love The Contact Centre Agent is responsible for delivering exceptional customer service by resolving shareholder enquiries accurately, efficiently, and on time. The role involves providing clear and reliable information to shareholders and their authorised representatives, enabling informed decisions and appropriate actions. To ensure service excellence, the agent works closely with Team Leaders and internal departments to process requests within strict service standards and deadlines. Additional responsibilities include reporting, processing purchase and sale transactions, and assisting with escalations and follow ups on unresolved queries. Some of your key responsibilities will include: Be available to receive inbound calls from shareholders or their authorised agents. Maintain adherence to schedule as provided. Complete all procedural steps to register and log the call and the callers' requests. Adhere to all documented controls and procedures, those relevant and specific to the contact centre and those relevant to the wider SA and global company. Provide accurate and informed information to the callers to guide them as to the status of their account and any requirements that might be evidenced. Maintain a high standard of service and customer satisfaction. Complete full and accurate verification of all callers ensuring that no confidential information is provided to unauthorised callers. Maintain a high level of knowledge, attend all training and coaching. Attend to all training material shared either online or in a classroom environment. Complete all LMS modules. Complete all trades accurately and with due care, ensure all procedures are followed and all mandatory scrips are clearly conveyed. Verify caller and complete banking detail verification. Correspond with internal customers in response to queries received, providing accurate written or verbal guidance and interpretation to maintain high quality customer service standards. What you will bring to this role A commitment to delivering accurate, high-quality service and ensuring shareholders receive clear, professional support is essential for this role. Strong adherence to processes, confidentiality requirements, and compliance standards underpins every interaction. Continuous learning, sound product knowledge, and the ability to handle trades, enquiries, and written communication with precision are key strengths. Collaboration with leaders and internal teams ensures consistent service excellence and timely resolution of all shareholder needs. Other key requirements Grade 12 certificate - Essential Fluent in Afrikaans (verbal & written communication essential) 2 Years Call Centre Experience Financial Services Experience Strate Exams (Preferred) FAIS - RE5 (Preferred) Registry Experience (Preferred) Call centre communication certificate (Advantageous) Rewards designed for you Flexible work to help you find the best balance between work and lifestyle Health and wellbeing rewards that can be tailored to support you and your family Invest in our business by setting aside salary to purchase shares in our company, and you'll receive a company contribution as well. Extra rewards ranging from recognition awards and team get togethers to helping you invest in your future And more. Ours is a welcoming and close-knit community, with experienced colleagues ready to help you grow. Our careers hub will help you find out more about our rewards and life at Computershare, visit computershare.com/careershub

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