To identify and understand customer needs, delivering a first class customer service to increase the profitability of the business, remaining committed to treating customers fairly and with integrity.
To ensure adherence to all Call Centre service level agreements on a daily basis.
To adhere to all Call Centre business processes.
To provide effective and efficient customers solutions at all times
Ensure communications, policies and procedures are adhered to.
Comply with the effected laws and regulations.
Running of campaigns and generate reports.
Comply with Quality Controls in place.
Capture all requests on system accurately.
Identifying problems and provide proper assistance to customers.
Familiarized on all product information and kept up to date
Efficiently answer the telephonic queries and email queries
Adherence to the Quality Assurance and coaching thereof
Experience / Knowledge Required
Consumer Protection act
Code of Banking Practice
Behavioral Traits Required
High degree of patience and assertiveness with excellent rapport-building skills
Positively contribute and lead in team activities
Takes pride in work, checking own for quality i.e. Lead by example
Maintains effective time management
Have a positive attitude and the ability to influence and motivate others
Effective emotional intelligence (EQ)
Job-Related Knowledge, Competencies & Skills Required
Credit / Criminal Clear
High proficiency in verbal & written English and / or another South African Language
Sound interpersonal skills
Email / Chat etiquette
Proficiency in the following Microsoft packages (Word, Excel & Outlook)
Exceptional administrative skills with sound planning, organizing and time management skills, with sound follow-through after contact with customers
High attention to detail and accuracy
The ability to :
o Prioritise and manage work flow
o Analyze, validate and interpret information
o Resolve conflict situations amicably
o Find effective solutions for customers (i.e. businesses)
o Effective problem solving and decision-making skills
o Multi-task and cope with high work volumes
o Team player and be able to work in an open-plan environment
o Work under pressure to meet performance KPIs and client service level agreements
o Effective negotiation and persuasion skills
o Effectively share knowledge and expertise with customers and staff
o Be agile and able to adapt to change in a fast-paced environment
Matric / Grade 12
Min 1 year in customer service
Proficient in English and other South African language(s)
Other Specific Requirements
Must be able to work the following operational hours :
24 hours, 7 days a week, 365 days a year between the hours of 24 hours, rotational shifts
Public holidays and weekends