Job Description

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What We'll Bring:

Customer Support Representatives are tasked with managing various touch points of the customer experience life cycle. From leads looking to gather information on the products and pricing that we offer, to onboard potential customers as well as servicing established customers. The customers that we interact with varies based on the complexity of the relationship and the customers' needs. The position will be responsible for performing all duties associated with in-house customer service and sales support, general office and administration efforts. You will interact and act as a liaison between various internal departments and external parties to resolve customer and sales related questions and problems. Our Canada Sales Support team prides itself in managing the various touch points - mail, phone and online - through which consumers and certain business-to-business customers and partners interact with the company.

What You'll Bring:

Answers and responds to incoming calls, emails or SalesForce WRs received from customers (internal and external). Reps will provide prompt resolution to escalated inquiries to these high touch accounts. Provides ongoing support for these higher touch accounts and able to support their requests. Delivers expedited support to high profile customers providing expedited resolution. Provides usage and revenue reports (to name a few) to both internal and external customers in a timely and accurate fashion. Works on billing memos for our marketing services jobs and provides accurate and timely submissions of these high revenue drivers. Acts as a liaison with other departments such as TUCTS, TU Direct and Consumer area to name a few. Customer test codes are set up in accordance to firm policy and within established SLAs. Completes work in accordance with policy and reviews for accuracy. Works on special projects as assigned. Establishes and maintains positive work relationship with internal team and customers Build sustainable relationship of trust through open and interactive communication Engages resources and guidance from Operation leads in order to provide the best consumer investigation results Provide accurate, valid and complete information by using the correct processes and manuals Follow communication procedures, guidelines and policies Daily queue management process followed daily to make sure SLA is being met Participates in special projects and assume other duties and responsibilities as assigned May perform other related duties as assigned such as mentoring and reviewing work for accuracy. Performs other related duties as required and assigned by the Associate leader or manager of operations

Impact You'll Make:

Requirements

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Must be fluent in

French

and

English

, written and spoken. Time management skills with the ability to prioritize and multitask and work under tight deadlines Excellent communication and presentation skills Problem solver and willingness to take initiative and try new approaches and propose new solutions Ability to work effectively both independently, unsupervised and as a team Helps to keep motivation high by being supportive to colleagues Takes full responsibility and the required action for assigned tasks Strong customer service skills to maintain relationship between TransUnion and customers Track record of overachieving quotas

Qualifications

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Matric, Tertiary qualification preferred. Prior professional work experience required: 2+ years' experience with demonstrated competencies (minimum of 1- 2 with CSG TransUnion directly preferred)
Experience and understanding of TU practices, procedures, and compliance requirements Must possess excellent listening and communication skills with the ability to make decisions appropriately and independently Demonstrated understanding of credit reporting laws and regulations (Consumer Data Industry Association certificates a plus) Must be proficient with Microsoft Office Products, especially Microsoft Word and Excel Proficient with TU systems, SalesForce, TUBS, SCM, OnBase, PeopleSoft and OBIEE reporting capabilities. Consistent performance managing Customer concerns and escalated matters that arise Demonstrated ability to perform multiple tasks while maintaining production standards, experiencing unexpected volumes and system concerns Strong attention to detail
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.


Should you have not heard from us within 3 weeks from applying, please regard your application as unsuccessful.


Please note 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 that has fibre, but will not be able to work in a location outside of South Africa.


A Minimum of a 100 Meg Fibre line is required, should you be successful, you will need to upgrade your line or install fibre in order to work effectively.


This is a remote position which may require occasional in-person attendance at work-related events at the discretion of management.
TransUnion Job Title


Rep II, Customer Support Operations