Customer Service Consultant

7 days ago

Johannesburg, South Africa iSON Xperiences Full time

The Role:
**Job Title**: Customer Service Consultant â?? Level 1

**Job Location**: Midrand

**Cost Centre**: BMW

**Agreement Type**: Contract

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**OVERALL PURPOSE OF JOB**:
Skills and Experience:
**Main Responsibilities (including but not limited to)**:

- Answering calls within 20seconds to drive Service Level and ensure a one call resolution for customers by reviewing processes for resolving the customer queries
- Provide settlement quotes
- Request for Deal adjustments ( due date, change in structure of finance agreement, e.g. term, monthly premium or balloon payment)
- Natis requests ( Necessary checks regarding receipt of payment and preparation of documentation)
- Moratoriums ( assessment required based on reasoning and affordability)
- Change of banking details ( verification completed)
- Exit letters ( assess stability before processing)
- Substitution of goods ( Verification of required information, e.g. invoice and insurance to be checked )
- Providing remittances
- Providing and explaining of statements, amortization schedules and audit summary)
- Loading of beneficiaries ( assessment and verification of documents provided)
- Request refunds (IPA and Automated refunds)
- Investigate and processing of Bank Allocations
- Bank Recon
- Investigate and resolve related account queries / complaints
- Liaise with clients, dealers, Insurance and other internal departments
- Request write-offs/yellow slips
- Ad-hoc duties when required
- Encourage survey uptake and drive excellent customer service

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