Customer Contact Agent for BNP PF UK - Cape Town, South Africa
RCS Group
Cape Town, South Africa
4d ago

Main Purpose :

As a Customer Contact Agent you will be the first point of contact for customers, responsible for facilitating the resolution of customer queries by taking ownership of addressing every aspect of the query and acting in compliance with relevant internal policies and regulatory requirements.

Key Responsibilities :

Manage Inbound / Outbound calls for assigned business area, ensuring service levels are adhered to

Gain an accurate understanding of the query by carefully analysing, diagnosing and investigating the issues and factors surrounding the problem to determine the appropriate solution and / or action required

Resolve problems at first point of contact wherever possible or escalate appropriately to ensure a satisfactory outcome

Manage all administration related to resolving customer queries

Constantly communicate with customers to ensure they are kept informed of the progress of the resolution of their query and receive feedback

Manage customer’s accounts in accordance with regulatory requirements and internal policies

Manage, organise and update relevant data using various computer systems with accuracy

Manage email boxes working according to the queue system

Ensure that all legal, regulatory and statutory obligations are met within own area of responsibility

Ensure compliance with policies and procedures relevant to the business area

General ad hoc and administrative duties

Key Competencies : Customer orientated

Customer orientated

Excellent verbal communication and business writing skills

Excellent listening skills

Sound numerical skills

Solution orientated with strong problem solving skills

Ability to prioritise and work under pressure

Good attention to detail and administrative skills

Accountable and reliable

Resilient with strong drive and perseverance

Team player with a make-it-possible attitude

Minimum Requirements : Grade 12 essential

Grade 12 essential

Minimum of 1-year experience working in a BPO / Outsourcer Contact Centre environment essential

Minimum of 1-year experience working in a Customer Services or Specialised function essential

Experience working on UK Campaigns highly advantageous

Knowledge of UK Regulations highly advantageous

Computer Literate and proficient in MS Office (Outlook, Word & Excel) essential

Ability to work flexible shifts and weekend in line with UK operating hours essential

Financial Services experience highly advantageous

Clear ITC and Criminal record essential

Own transport essential

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