Customer Services Consultant X2

1 week ago

Johannesburg, South Africa Energy at Work Projects Full time

One of the leading Banking concerns is seeking Customer Service Consultants to join their team If you have the below kindly apply

**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.
- eCommerce 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 sub-function.
- 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
- do attitude.
- Self-motivated, 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 ever-changing environment.
- Excellent listening skills.
- Organizational skills

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