Customer Experience Specialist

5 days ago

Cape Town, Western Cape, South Africa Digital Solutions Group Full time

We are currently seeking highly skilled and reliable customer experience specialists to provide 24/7 call answering capabilities. The primary responsibilities will be to handle incoming calls / emails from customers. Additionally, you will assist with processing basic service requests on behalf of the customers.

RESPONSIBILITIES WILL INCLUDE:

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Providing professional, warm and clear customer service and an outstanding customer experience to assist and educate our customers.

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Answering incoming calls from customers promptly and professionally, adhering to established service level agreements.

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Accurately verifying customer identity and account details to ensure data security and privacy.

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Providing immediate assistance to customers for blocking accounts and bank cards in case of loss, theft, pin resets or fraudulent activity.

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Following predefined processes to ensure the proper and secure handling of customer requests.

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Escalating complex or sensitive issues to designated internal teams or departments, as necessary.

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Processing basic service requests, such as updating customer information, providing balance inquiries, and assisting with general inquiries.

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Maintaining accurate and detailed records of customer interactions, including call notes and outcomes.

●

Staying updated on product knowledge, processes, and procedures to deliver accurate and reliable information to customers.

THE SKILLS AND EXPERIENCE WE'RE LOOKING FOR

●       Matric with Mathematics or equivalent (essential) 

● years' experience working in a customer support role within financial services, with focus on customer service

●       Advanced troubleshooting and multi-tasking skill capabilities

●       Experience in delivering great customer service that drives quality and resolution  

●       Experience in an omni-channel customer service environment

●       Flexibility to work in a 24/7 call center environment, including weekends, holidays, and night shifts

THE COMPETENCIES WE'RE AFTER

●       Strong attention to detail 

●       Ability to listen well and show empathy 

●       Excellent interpersonal and communication skills, both verbal and written

●       Self-assurance and a confident manner

●       Proven ability to remain calm under pressure

●       CRM system knowledge (would be preferred)

●       Financial insight; understand the elements of a financial business and product (nice to have)

●       
Ability to handle confidential and sensitive customer information with utmost integrity and discretion.

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