Customer Service Agent

6 months ago

Durban, South Africa Kura (SA) Full time

The Customer Service Advisor a is responsible for performing tasks related to reconciliation of payments, including reconciliation of all payment methods to the customer database and bank account. Administration of unallocated payments, processing manual transaction adjustments and fielding payment queries from Representatives/customers.

**KEY RESPONSIBILITIES**
- Payment reconciliation, including master daily reconciliation, credit/debit card rec and unallocated payments
- Excellent communication, probing and active listening skills
- Provide prompt, accurate and courteous service to your customers (Reps, SL, BDMs & SSC)
- Escalate issues within collections e.g. no write offs from DCA’s or reconciliation issues
- General administration of collection activity
- Flexible and work well under time constraints when faced with challenging volumes
- Provide excellent customer service to your customers, Representatives, customers, Sales Leaders and Business Development managers and our Sales Service Centre
- Consistently check quality of data, identify errors or concerns and flag them to the correct person and/or department
- Ensure all tasks produced individually and as a team are within required deadlines with no errors
- Ensure required reporting is maintained to a high standard
- Able to gain information through effective questioning in order to make fact-based decisions
- Ability to resolve customer issues and make decisions to drive representative satisfaction and aid retention
- Positive engagement with Team Leader and colleagues

**EDUCATION AND QUALIFICATIONS**
- Customer service experience essential
- Experience in reconciling would be preferred but not essential providing proven numeracy skills

**SKILLS, KNOWLEDGE AND CAPABILITY**

**Essential**
- **Detail orientation**: You pay attention to detail in order to produce high quality output, no matter what the pressures
- **Flexibility**: You remain adaptable and flexible in the face of unfamiliar or changing situations
- **Enthusiasm**: You demonstrate passion and energy when communicating goals, beliefs, interests or ideas
- **Initiative**: You take independent action to make things happen and achieve goals
- Positive attitude to work
- Professional
- Presentable in appearance
- Ability to listen to understand
- Friendly and polite
- Approachable
- Self-driven

Pay: R6,000.00 per month

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