Customer Services Consultant X2
2 weeks ago
Overall Purpose of the Role:
Experience and Skills Required:
- A minimum of 12 months call centre experience.
- 1 to 2 years customer service experience.
- Good verbal and written communication skills.
Experience and Skills Preferred:
- 1 to 2 years Banking Call Centre experience.
- Familiar with Basic Banking fundamentals.
- Debit and Credit Card experience.
- Personal Loans experience.
SME Experience
- Merchant Bank and Acquiring.
SME Experience
- Issuing Bank and Issuer.
- Familiar with principles relating to TCF. (Treating Customers Fairly)
Special Requirements:
Must be available to work rotational shifts, weekends and public holidays.
Qualification/s Required:
Matric.
Key Responsibilities:
- Responsible for customer service on banking services and products through effective case management to clients.
- Analyse and troubleshoot all client requests and queries in accordance with company guidelines and scripts and if necessary, route calls to appropriate resource to the appropriate service delivery subfunction.
- Answer incoming calls for new and existing cases within the required timeframe and establishes customer's needs through questioning.
- Research required information using available resources.
- Manage and resolve customer complaints.
- Provide customers with product and service information.
- Capture new customer information into system.
- Identify and escalate priority issues.
- Follow up customer calls where necessary.
- Document all call information according to standard operating procedures.
- Complete call logs.
- Produce call reports to management.
Behavioral Attributes:
- Ability to function under pressure and maintain a positive can
- Selfmotivated, takes responsibility and has a sense of pride in their work.
- Ability to work independently and in a team.
- Customer services orientated.
- Resilient attitude.
- Attention to detail.
- Problem solving.
- Ability to work under pressure in an everchanging environment.
- Excellent listening skills.
- Organizational skills
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