Customer Services Representative

5 months ago

Durban, South Africa Foxridge Trading 31 - Supreme Consulting - Valuing HR Full time

**CORE PURPOSE OF THE JOB**

To provide and ensure excellent customer service both internally and externally by adherence to
the Banks policies and procedures in order to minimize risk.

**MAIN FUNCTIONS OF THE JOB**
- Customer Handling_
- Answers all inbound calls related to customer queries.
- Logs queries and complaints on the Customer Complaints Register.
- Channels queries / complaints to the relevant department.
- Follows up on resolution of queries / complaints.
- Closes call when query / complaint is resolved.
- Contacts customers who left messages on the IVR and follow process as required ie. If complaint

log on complaints register and follow through until resolved
- Assists customers with all Bank related products and services queries
- Technical Support_
- Provide technical support to clients and staff on systems and programmes.
- Talk staff or clients through a series of actions over the phone to help resolve issues.
- Troubleshoot system and network problems, diagnosing and solving hardware or software faults.
- Test and evaluate new technology.
- Maturing Investment_
- Extracts list of maturing accounts on a daily basis with accounts maturing in 7 days times
- Sends out sms notifications for accounts maturing.
- Administration_
- Posts stats every morning before 11 am on whatsapp groups.
- Withdrawal sms's must be completed at the end of the same day.
- Customer Surveys_
- Reviews reports in respect of new accounts opened.
- Conducts customer surveys on all new customers.
- Logs feedback in respect of rating below 3 onto the Customer Complaints Register.
- Escalates customer feedback to the relevant Branch Manager if rating is below a 3 in any area of

the survey.
- Follows up with the relevant Manager in respect of the area of concern until resolved.
- Closes call on Customer Complaints Register once area of concern is resolved.
- Online Statement System_
- Verify Online Registrations on the day of receiving registration.
- Assist clients with Electronic Banking queries and registration processes.
- Other_
- Responsible for meeting objectives as directed by customer services manager for outbound call

centre targets.
- Responsible for meeting objectives as directed by customer services manager for release and

indemnity calls.

**QUALIFICATIONS**
- Matric

**PREFERRED EXPERIENCE**
- 3 - 4 years in the Banking industry with at least 2 - 3 years in a customer centric position

**KNOWLEDGE**
- Enterprise system
- Cisco System
- Real Connect system
- AFS system
- Microsoft office
- Vodacom smsing system
- Understanding of policies and procedures
- Basic knowledge of service level agreements between departments
- knowledge in how operating systems and software works.
- The capacity to clearly explain a technical problem

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