Customer Services Advisor

4 days ago


Midrand, Gauteng, South Africa iSON Xperiences Full time
About the Role

The ideal candidate will be responsible for handling inbound queries via voice and email correspondence. Key responsibilities include answering calls within 20 seconds, resolving customer inquiries on the first call, and updating standard letters and documents as required.

  • Answering Calls: Respond to customer inquiries in a timely manner, ensuring one call resolution and high service levels.
  • Quote Provision: Provide settlement quotes to customers promptly.
  • Deal Adjustments: Assist with requests for deal adjustments, including changes to finance agreement terms or structures.
  • Natis Requests: Verify receipt of payment and prepare necessary documentation.
  • Moratoriums: Assess customer affordability and stability before processing moratorium requests.
  • Banking Details: Update customer banking details accurately.
  • Exit Letters: Assess customer stability before processing exit letter requests.
  • Substitution of Goods: Verify required information for substitution requests.
  • Remittances and Statements: Provide remittances and explain statements, amortization schedules, and audit summaries to customers.
  • Loading Beneficiaries: Assess and verify documents provided for loading beneficiaries.
  • Refunds: Process IPA and automated refunds.
  • Escalations: Escalate additional finance applications and advise process to clients.
  • Bank Allocations: Investigate and process bank allocations.
  • Account Queries: Resolve related account queries and complaints.
  • Liaising: Liaise with clients, dealers, insurance providers, and internal departments as needed.
  • Write-offs and Surveys: Request write-offs and encourage survey uptake while driving excellent customer service.


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