Job Overview
Location
2 Locations
Job Type
Full-time
Category
Customer Support
Date Posted
October 12, 2026
Full Job Description
đź“‹ Description
- • Senior‑level Social Care Representative role focused on coaching and supporting associates to elevate performance across consumer touchpoints.
- • Lead Policy Reiteration Training (PRT) and Calibration sessions, using quality feedback and CSAT survey data to refine service delivery.
- • Conduct random call listening and data analysis to spot development gaps and error trends, feeding insights back to team leaders.
- • Handle consumer inquiries via telephone, chat, email or ticketing systems, delivering prompt resolutions and troubleshooting system errors.
- • Ensure strict compliance with TransUnion policies and regulatory requirements, maintaining confidentiality and data integrity.
- • Analyze consumer contact data to identify error trends, support strategic decision‑making through detailed analytics, insights and real‑time KPI reporting.
- • Mentor new team members, provide ongoing coaching, coordinate meetings with leadership, monitor system usage, and produce high‑quality ad‑hoc reports.
- • Collaborate with internal departments to root‑cause customer‑facing issues and drive continuous improvement.
- • Manage social media channels, engaging consumers across platforms with a friendly, detail‑oriented communication style.
- • Adapt quickly to shifting focus areas, leveraging analytics to validate hypotheses and improve consumer engagement.
- • Maintain a fibre‑ready home environment with a minimum 100/100 Mbps line, ensuring secure, confidential work from anywhere in South Africa.
- • Use PowerPoint, Outlook, Word and Excel for storytelling, reporting and stakeholder communication.
- • Demonstrate strong interpersonal skills, prioritization, organization and initiative in a cross‑functional, remote team setting.
- • Support the Global Capability Centre Africa’s employment equity goals by prioritizing qualified candidates from designated groups.
- • Embrace TransUnion’s Workforce for Good values, contributing to a purpose‑driven culture that balances professional growth with personal wellbeing.
🎯 Requirements
- • Senior‑level experience in consumer operations support or social media channel management.
- • Proven ability to coach, mentor and conduct calibration sessions based on quality and CSAT data.
- • Strong analytical skills with comfort using data to validate hypotheses and drive decision‑making.
- • Excellent written and verbal communication, with high attention to detail.
- • Proficiency in PowerPoint, Outlook, Word and Excel for storytelling and reporting.
- • Ability to work independently in a remote, cross‑functional environment while maintaining flexibility.
🏖️ Benefits
- • Permanent work‑from‑home flexibility within South Africa.
- • Competitive rewards and comprehensive benefits package.
- • Wellbeing and support programmes for you and your family.
- • Access to global exposure, continuous learning and accredited development opportunities.
- • Inclusive culture with recognition and work‑life balance focus.
Skills & Technologies
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About TransUnion LLC
TransUnion is a global consumer credit reporting agency that collects, analyzes, and supplies credit histories and related information on individuals and businesses. It provides credit reports, scores, fraud detection, identity verification, and data-driven risk and marketing solutions to lenders, insurers, landlords, employers, and consumers. The company maintains vast databases of credit and public records, enabling credit decisions, regulatory compliance, and consumer financial management. Operating in over 30 countries, it supports underwriting, portfolio monitoring, and consumer credit monitoring services while emphasizing data accuracy, privacy, and security.
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