Customer Service Representative for Merchants Financial Services

1 month ago


Sandton, South Africa Merchants Full time
About the Role

We are seeking an exceptional Customer Service Representative to join our team at Merchants Financial Services. As a key ambassador of our brand, you will be the first point of contact for customers and play a crucial role in delivering exceptional customer service.

Key Responsibilities
  1. Deliver First-Class Service: Accurately assess and respond to customer needs, using sound judgment when recommending solutions.
  2. Fulfil Customer Requests: Respond to inquiries/complaints, demonstrating due attention to customer care and a professional approach at all times.
  3. Respond to Complex Inquiries: Address complex customer queries and complaints in a highly informed, accurate, and responsible manner.
  4. Complete Documentation: Accurately complete relevant documentation for each interaction, including call history and necessary customer fulfilment.
  5. Continuous Learning: Remain current on program and product information by committing to continuous learning.
  6. Confidentiality and Legislation: Maintain strict confidentiality at all times and adhere to legislation and service guidelines on data use.
Requirements
  1. Qualification: Matric/NQF Level 4 qualification.
  2. Customer Satisfaction Excellence: Demonstrated passion for customer satisfaction excellence and prior experience in an International Call Centre.
  3. Language Skills: Strong command of the English language.
  4. Interactive Environment: Interactive customer service environment required.
  5. Call Centre Experience: 6 Months Call Centre Experience required.
  6. International Experience: Previous International Call Centre Experience advantageous.
  7. Financial Sector Experience: Related experience in the financial sector considered an asset.
  8. Communication Skills: Strong and developed oral and written communication skills, including typing, spelling, and grammar.
  9. Adaptability: Demonstrated ability to implement change efforts and adapt to new skills/concepts quickly.
  10. Technical Skills: Advanced knowledge of PCs and familiarity with system navigation.
  11. Interpersonal Skills: Positive attitude and demonstrated ability to get along with others.
  12. Professionalism: Professional, empathetic, and naturally caring conversational style.
  13. Tact and Diplomacy: Display tact and diplomacy in handling all levels of customer interaction.
  14. Complex Complaint Resolution: Ability to resolve complex and sensitive customer complaints/inquiries in a professional manner.
  15. Availability: Ability to work all required shifts.
Salary and Benefits

The estimated annual salary for this position is around $40,000 - $60,000, depending on experience and qualifications. Our company offers a range of benefits, including health insurance, retirement savings plan, and opportunities for career advancement.



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