Being the face of the organisation, the FIDReC Contact Centre Specialist (FCCS) is the first point of contact with the public. The FCCS assists the public with their queries and provides support to enable consumers to file their disputes at FIDReC. The FCCS will also assess whether a claim meets basic eligibility requirements. There are various contact channels that the FCCS will respond to including face-to-face, telephone, email, online enquiries, and letters.Once a dispute has been filed at FIDReC, the FCCS will also support the Case Managers of FIDReC in communicating with the disputants and helping them with the submission or collection of documents. The FCCS also assists with visitor management where required.Job Description of a FIDReC Contact Centre Specialist (FCCS):Assisting the public in their queries via the various communication channels for FIDReC (including face-to-face, telephone, email, online enquiries, and letters).
Assisting consumers to file their disputes at FIDReC (giving guidance on the filing process and what to expect at FIDReC).
Assessing whether a claim meets the basic eligibility requirements to be filed at FIDReC.
Conducting an interview with consumers and helping them to put their statements in writing, where required.
Assist the disputants and representatives of the FIs in the submission and collection of their documents.
Visitor management, where required.
Data entry and verification:
The FCCS will need to ensure that all enquiries received via the various channels are captured in the FIDReC digital portal management system.
The FCCS will need to verify that key information has been provided by the consumers when they file their disputes online.
For consumers who are unable to file their dispute online, the FCCS will need to provide assistance in creating cases when all documents received are in order.
Covering the duties of fellow team-members, including the Service Ambassador, when a team member is away from the office.
Any other projects or duties assigned by the Management / Supervisor.
Candidates should possess empathy, strong communication skills, and be able to work in a team.Candidates with relevant experience will be preferred.
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