Pbb Service Desk Call Centre Agent

2 weeks ago

Johannesburg, South Africa Isilumko Staffing Full time

One of our clients in the banking sector is looking for PBB Service Desk Call Centre Agent on a 6 Month contract.

Responsibilities include:

- Providing accurate and client-centric services for international payments and trade products: You are responsible for handling client inquiries, requests, and complaints related to international payments and trade products. This involves receiving these queries, investigating the issues, providing appropriate instructions or guidance, and monitoring the resolution process. Your goal is to ensure that clients receive accurate and satisfactory solutions within the framework of prescribed policies and procedures.
- Maintaining positive customer experience and customer satisfaction: As a representative of the bank, it is important to prioritize customer experience and satisfaction. You aim to address client inquiries and concerns promptly, effectively, and in a manner that meets or exceeds their expectations. By doing so, you contribute to maintaining positive relationships with clients and fostering their trust and loyalty.
- Minimizing risk and losses to the bank: Risk mitigation is a crucial aspect of your role. You follow established policies and procedures to ensure that client inquiries, requests, and complaints are handled in a way that minimizes potential risks and losses for the bank. This includes adhering to compliance regulations, identifying and escalating high-risk situations, and implementing appropriate measures to protect the bank's interests.
- Acting as an operational link between processing centers, the front office, and clients: You serve as a vital link between different departments within the bank, including the processing center, front office, and clients. Your role involves effectively communicating and coordinating with these stakeholders to ensure smooth operations and efficient resolution of client inquiries. By facilitating effective communication and collaboration, you contribute to the overall operational efficiency of the bank.
- Resolving telephonic queries to the client's satisfaction: You are responsible for addressing telephonic queries from clients. This requires active listening, understanding the client's concerns or questions, and providing accurate and satisfactory solutions or information. Your aim is to ensure that clients feel heard, understood, and satisfied with the resolution provided during the telephone interaction.

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