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Customer Service Representative

2 months ago

Sandton, South Africa Merchants Full time

Job Summary:

Merchants is seeking a highly skilled and customer-focused Customer Service Representative to join our team as a Financial Services Call Centre Agent. As an International Call Centre Agent, you will be the first point of contact for customers, providing exceptional service and support in a caring and considerate manner.

Key Responsibilities:

  • Deliver first-class service by accurately assessing and responding to customer needs, using sound judgment when recommending appropriate solutions.
  • Fulfil customer requests, respond to inquiries/complaints, demonstrating due attention to customer care and a professional approach at all times.
  • Respond to complex customer inquiries and complaints in a highly informed, accurate and responsible manner in accordance with company policies and procedures.
  • Accurately complete appropriate documentation for each interaction, and wrap up by inputting data for call history, sending messages to appropriate third parties when required, and/or initiating the necessary customer fulfilment.
  • Remain current on program and product information by being committed to continuous learning.
  • Maintain strict confidentiality at all times and adhere to legislation and service guidelines on the use of data.

Requirements:

  • MATRIC / NQF Level 4 qualification
  • Demonstrated passion for customer satisfaction excellence and prior experience in an International Call Centre
  • Strong command of the English language
  • Interactive customer service environment required
  • 6 Months Call Centre Experience required
  • Previous International Call Centre Experience advantageous
  • Related experience in the financial sector considered an asset
  • Strong and developed oral and written communication skills, including typing, spelling and grammar
  • Demonstrated ability to implement change efforts
  • Ability to learn new skills/concepts and apply this knowledge quickly and accurately
  • Advanced knowledge of PCs and familiarity with system navigation
  • Positive attitude and demonstrated ability to get along with others
  • Professional, empathetic and naturally caring conversational style
  • Display tact and diplomacy in handling all levels of customer interaction
  • Ability to resolve complex, and often sensitive customer complaints/inquiries in a professional manner in accordance with company policies and procedures, values and best practice
  • Ability to work all required shifts