BFSI Customer Service Representative

1 week ago

Cape Town, Western Cape, South Africa TP Full time

Overview:

Dealing effectively with inbound calls regarding a range of products and transactions is what's involved here. A real chance to make the

most of your excellent customer service skills. You'll spend each day identifying and fulfilling a variety of needs, including bringing on

board new customers, retaining existing ones and cross-selling at every opportunity. In short, you'll provide a high-quality service and

prove that nothing is too much trouble.

Qualifications:

Education and Specific Training

Work Experience

  • Matric or NQF Level 4 (preferred)
  • Minimum 6- 12 months of experience working with a Customer service/Sales process - essential
  • Superior oral and written communication, presentation, and interpersonal skills. - preferred

Responsibilities:

Guide customers to issue resolution via phone, email, and chat channels

  • Converting quotes in to sales focusing on customer retention and exceptional service at all times
  • Problem-solve customer challenges and educate them on additional features or use cases for the

product/service

  • Advocate for customers, taking ownership of the resolution journey
  • Collaborate with and support colleagues and stakeholders to evaluate ambiguous, complex situations and

quickly execute decisions

  • Investigate and resolve incoming customer complaints, escalating to appropriate channels accordingly
  • Demonstrate strong business and strategic acumen to balance both the customer and business goals
  • Respond to product inquiries and answer questions ensuring the product matches the customers' needs
  • Become a product expert and understand each customer's needs to provide real, effective solutions based

on customers' needs and deliver exceptional customer service

  • Uphold processes and policies in support of organizational goals
  • Execute against organizational SLAs for customer care
  • Contribute proportionately to the team's achievement of all KPI's as set by the Team Leader
  • Meet and exceed the quality standards set by the client in handling calls and ensure that all promises to our

customers are fulfilled

  • Balance rapidly shifting priorities through multitasking and flexibility
  • Maintain positive attitude in the face of customer concerns, treaƟng customers fairly and with respect
  • Act as subject matter expert on processes, policies, and internal tools while advocating for the customer

experience

  • Following our Business Code of Conduct and regulatory requirements and always acting with integrity and

due diligence

  • Understanding customer's needs and, or, any vulnerabiliƟes the customer may have to ensure each

customer receives appropriate assistance in good Ɵme to ensure the customer is not disadvantaged

  • Additional duties and responsibilities may be assigned based on the ever-evolving service and support our

customers require.

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