Customer Service Representative
1 month ago
About the Role
We are seeking a highly skilled and motivated Customer Service Representative to join our team in FNB Commercial National Sales and Service. As a key member of our team, you will be responsible for delivering exceptional customer service and ensuring that our customers receive the highest level of service.
Key Responsibilities
- Address customer needs in order to meet or exceed customer expectations.
- Contribute to a culture of service excellence that builds positive relationships and provides opportunity for feedback and exceptional service.
- Adhere to schedules to perform assigned work.
- Comply with and adhere to identified governance and compliance standards and escalate problems for investigation and resolution.
- Identify and escalate risk as normal part of work.
- Resolve customer dissatisfaction/complaints by taking ownership of the problem.
- Deliver exceptional service adhering to relevant SLA agreements and offering appropriate solutions.
- Plan and schedule activities to improve service.
- Respond to customer queries logged via phone, email and live chat to ensure full resolution of the query.
- Follow up with customers to ensure resolution of query by other stakeholders where relevant.
- Place operational outbound calls to customers to request outstanding documentation or to follow up on incomplete queries.
- Demonstrate teamwork as a valued team player.
Requirements
- Have a minimum of a Matric/Grade 12.
- Have an NQF 5 qualification that is FAIS accredited (non-negotiable).
- Have a minimum of 1 year experience in Call Centre / Customer Service within the Financial Services industry.
About Us
We are a leading financial services group that is committed to delivering exceptional customer service and building long-term relationships with our customers. We offer a dynamic and supportive work environment that is focused on innovation and excellence.
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