Customer Service Agent - Financial Services
WNS Global Services
Cape Town, WC, ZA
6d ago

Role Purpose

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.

Job Objection

  • 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

  • FICA
  • Consumer Protection act
  • Bank's 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)
  • Flexible
  • Self-Motivated
  • 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)
  • Financial knowledge
  • 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
  • Target driven
  • 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


    Qualifications Required

    Matric / Grade 12

    Min 1 year in customer service

    Proficient in English and other South African language(s)

    Additional Information

    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
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